Office Location: Ortigas, Pasig City

Work Setup: Full Onsite

Schedule: Monday to Friday, Dayshift

Qualifications

• Must be a bachelor's degree holder (any course).
• Associate - 6 months to 1 year of experience in insurance operations or a related field (preferred). Also open to fresh graduates.
• Analyst - Minimum 1–2 years of experience in insurance operations, CSR, or a related functions.
• Specialist (Lead role) - Minimum 2 years of experience in insurance operations and 2 years as well of training/coaching experience (preferably former BPO QA, Trainer, or Supervisor).
• Proficiency in email communication.
• Strong problem-solving, data analysis, time management, and planning skills.
• Experience in creating and updating SOPs and other technical or procedural documentation.
• Quality assurance experience in reviewing and optimizing processes or outputs.

Responsibilities

• Process complex insurance-related tasks and independently operate various client systems.
• Optimize operational workflows by analyzing issues, developing procedures, and ensuring compliance.
• Enhance customer experience by communicating with clients, addressing needs, and building strong professional relationships.
• Perform audits and troubleshooting to identify gaps, resolve issues, and meet compliance requirements.
• Conduct training by creating training plans, managing training processes, and coaching junior trainers.
• Develop and update Standard Operating Procedures (SOPs) and training plans to ensure alignment with operational goals.
• Implement quality assurance measures to ensure processes meet high standards and client expectations.
• Provide operational support through data analysis, reporting, and onboarding of new clients and tasks.

Preferred Skills / Expertise

• Familiarity with OPEX and compliance-related processes.
• Background or exposure to Insurance Level 1 support.