Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C;). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Job Summary
Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.
Essential Job Functions
Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer's journey.
Contributes to benchmark audits and targeted reviews.
Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
Partners with leadership to identify targeted audit needs for individual sites or teams.
Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
Consults with business to identify top opportunities and recommends actions to improve work product and business results.
Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
Provides technical assistance to the bu
📌 FBS Quality Analyst (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México
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