Job Summary:
We are seeking a highly skilled and experienced Quality Supervisor to join our team, specifically for our insurance account. The ideal candidate should possess excellent data analytics skills and have a deep understanding of the insurance industry. In this role, you will be responsible for ensuring the accuracy, integrity, and quality of our insurance processes and operations. You will lead a team of quality analysts and contribute to the overall improvement of our services to meet client requirements and deliver exceptional customer experiences.
Key Responsibilities:
1. Lead and manage a team of quality analysts to monitor and evaluate the accuracy and quality of insurance processes and operational activities.
2. Develop and implement quality control procedures, guidelines, and standards to ensure compliance with client requirements, industry regulations, and best practices.
3. Conduct regular audits and inspections of insurance processes, transactions, and documentation to identify variances and areas for improvement.
4. Analyze data and metrics to identify trends, patterns, and potential issues affecting quality and performance; recommend and implement corrective actions as required.
5. Collaborate with various stakeholders, such as operations managers, training teams, and client representatives, to communicate findings, provide feedback, and drive process improvement initiatives.
6. Coach and train quality analysts to improve their data analytics skills, communication abilities, and understanding of insurance processes.
7. Maintain a comprehensive documentation system to record audit findings, action plans, and quality standards; produce accurate and detailed reports on a regular basis.
8. Stay updated with the latest industry trends, technologies, and regulations related to insurance quality assurance; recommend and implement appropriate changes to enhance operational efficiency.
9. Foster a culture of continuous improvement by encouraging feedback, motivating the team, and implementing strategies to optimize quality and performance metrics.
10. Ensure all team members adhere to company policies, procedures, and guidelines, including information security and confidentiality requirements.
Requirements:
1. Experience in Finance, Insurance, or a related field. Professional certifications in quality assurance or insurance (e.g., Six Sigma, Lean Six Sigma, ACII) are highly desirable.
2. Proven experience in RCA, QA Frameworks, Coaching, SMART action planning, and critical thinking for effective problem-solving and performance improvement.
3. Experience working in a quality assurance or data analytics role within the insurance industry, preferably with exposure to Australian insurance practices.
4. Strong analytical and problem-solving skills, with the ability to interpret complex data sets, identify trends, and recommend effective solutions.
5. Proficient in data analytics tools, statistical analysis software, and MS Office suite.
6. Excellent verbal and written communication skills, with the ability to deliver clear and concise reports and presentations to stakeholders at various levels.
7. Strong leadership and team management skills, with the ability to motivate, mentor, and develop a high-performing team.
8. Knowledge of insurance regulatory requirements, quality management systems, and industry best practices.
9. Ability to handle multiple tasks simultaneously, prioritize workloads, and meet deadlines with a strong attention to detail.
10. Demonstrated ability to work in a fast-paced, deadline-driven environment while maintaining high-quality standards.
11. Flexibility to work on-site during day shifts as required.
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