Contact Center Quality Manager at IQVIA managing quality operations and processes in a client - facing role. Ensuring adherence to standards and driving team performance for superior customer service.
About the role
- Bilingual Claims Call Centre Senior Representative for Zurich Canada managing claims processing in a hybrid work environment. Supporting both internal and external stakeholders with high-quality service.
Responsibilities
- Handle complex technical duties and specialized/pilot projects for commercial lines of business
- Manage intake of claims involving Centers of Expertise lawsuits
- Monitor and manage resources/cash within defined procedures
- Interact closely with internal business partners, including Underwriters, Account Managers, and specialized claims personnel in a professional and positive manner
- Collaborate with external business partners, including Agents/Brokers, in a professional and productive manner
- Ensure compliance with legal and regulatory controls relevant to standard work practices within the region
- Meet established departmental quality, phone availability, and productivity objectives
- Perform other duties as assigned by the Team Manager or other members of the Management team
- Maintain regular and predictable attendance
- Participate in business travel and mandatory overtime during peak periods, shift work, and holiday work as required
Requirements
- High School Diploma or Equivalent
- 2 or more years of experience in Customer Service OR Zurich Certified Insurance Apprentice including an Associate Degree with no prior experience required in Customer Service
- Fluent proficiency in both English and French
- Intermediate contact center experience
- Insurance knowledge
Benefits
- Comprehensive health/benefits plan with varying levels of coverage
- Minimum of four weeks of vacation per year
- Four personal days per year to be used at discretion
- Access to a comprehensive range of training and development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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