Customer Quality Specialist @Cover Genius
Customer Service
Salary -
Remote Location
remote in Uruguay Uruguay
Job Type Full-time
Posted 1wk ago
🙈  Does this job need an edit?

[Hiring] Customer Quality Specialist @Cover Genius

Sep 05, 2024 - Cover Genius is hiring a remote Customer Quality Specialist. 📍Location: Uruguay.

The Company  

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, HopperRyanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at AmazonFlipkarteBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
 
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are
Bold, Authentic, Purposeful and Inspired

Our People are not
Perfect, Traditional, Complacent or Cautious

*** PLEASE NOTE ONLY RESUMES IN ENGLISH WILL BE CONSIDERED ***


About the role

As a Customer Quality Analyst on our Customer Quality Team, you will be responsible for delivering initiatives related to the evaluation and monitoring of claims journeys across RentalCover and XCover businesses. The role's purpose is to audit the customer journey and claim handling against targeted standards and raise issues and improvements to the relevant teams. 

To drive success in this role, you will have a proven ability to quickly analyze complex cases and report on issues and improvements identified. As the Customer Quality Analyst, you will audit the quality of claims activities, run root cause analysis, and propose action plans with different teams. Regular collaboration with the Claims, Platform & Design, and Customer Integration teams will be key in ensuring relevant reports on issue trends and actionable improvement suggestions are achieved.


Key Responsibilities
  • Audit quality of claims activities in regard to processes, customer communication, assessment guidelines, and assessment behavior.
  • Audit complaints handling and ad-hoc QA requests from different teams.
  • Based on audit findings, report your root cause analysis and findings through the various feedback processes. 
  • Attend calibration sessions with the Claims Managers to discuss actionable improvements and discuss action items.
  • Request and analyze data to support the impact of issues and improvement suggestions made.
  • Contribute to the combined customer operation team, working collaboratively as one team to achieve strategic objectives. 


  • What you will bring
  • 1-3 years experience in all aspects of claims and/or support operations
  • Ability to analyze and interpret customer data to identify trends and areas for improvement
  • Ability to adapt quickly to a start-up pace environment and culture
  • Problem-solving and advocating for customer solutions
  • Experience with Jira and/or ZenDesk is preferred but not required
  • Strong interpersonal skills to build positive relationships


  • What you will have
  • Driven, energetic, and a “good enough is not enough” mentality.
  • Professional approach.
  • Ability to work under pressure.
  • Organizational and time management skills.
  • Excellent attention to detail.
  • Confident manner.
  • A positive approach to change
  • Why Cover Genius?  

    Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

    Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.

    • Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
     
    • Social Initiatives - pictures speak a thousand words!

    Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

    * Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
    Before You Apply
    remote Be aware of the location restriction for this remote position: Uruguay
    Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
    🙈  Does this job need an edit?
    Customer Quality Specialist @Cover Genius
    Customer Service
    Salary -
    Remote Location
    remote in Uruguay Uruguay
    Job Type Full-time
    Posted 1wk ago
    🙈  Does this job need an edit?
    Apply for this position Unlock 33,754 Remote Jobs
    remote Be aware of the location restriction for this remote position: Uruguay
    Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
    Apply for this position Unlock 33,754 Remote Jobs
    ×
    • Unlock 33,754 remote jobs
    • Filter by location/skills/salary…
    • Create custom email alerts
    • Lifetime access

    We’re not like the other sites. Come see why!

    50% off in September 2024