Travel & Assistance Quality Lead

2 weeks ago


UAE, United Arab Emirates Allianz Partners Full time

We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.

The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.

**Summary**:
The main duty of a Travel & Assistance Quality Lead is to perform quality reviews, measure and monitor the core operations quality, aligned with the goals and the values of the organization. The incumbent will add value by providing feedback and insights and ensure the service delivery meets our quality objective and that the highest level of service is being provided to Insured.

The results of quality evaluation are used to provide coaching and feedback to Officers in order to achieve our Service Standards and Customer Satisfaction goals, to identify broader trends as well as provide opportunities for process improvements and training.

**Main Tasks**:

- Reviews and evaluates Officers calls and claims based on scorecards criteria for each team (Travel Reimbursement, Medical Assistance, Assistance)
- Identifying call / claim or case handling behaviors from our frontline teams (Open File Review and Closed File Review)
- Case / Claim corrections based on the output of the evaluation
- Ensures all samples evaluation are completed each week and month and periodically review the sample size of calls, claims, cases for evaluation and communicates any changes required
- Communicates any issues that require immediate coaching and Officers identified strengths and development opportunities
- Implementing feedback from Leaders and other stakeholders in our daily work
- Work closely with Leaders to monitor the behavior of Officers after coaching sessions
- Designs and develops tools and reports for the quality team. Works together with IT/third party's to support the quality team and the NCSS and Eleveo QA tools
- Daily and monthly reporting to management
- Act as an agent of change for Quality Assurance to be seen as opportunity for improvement rather than a punitive process
- Attends meetings with Leaders and Officers (specific calibration meetings) to ensure alignment and process is followed accurately
- Attend internal meetings related to the job as per the internal requirements

**Minimum Requirements**:

- Bachelor’s Degree in any area
- 1+ years of Insurance / Travel Operations Experience
- Fluency in English is mandatory
- Fluency in Arabic (1st), French (2nd) is a plus
- Fluency in MS Office (Excel, Word, Outlook) and general internet navigation and research skills
- Fluency in typing
- Legally permitted to work in the country of operations.
- Physically fit to carry out duties

**Job Level**:
Professional

**Location**:

- AE**Available until**:
28/02/2023

**Area of Expertise**:
Customer Services & Claims

**Unit**:
Allianz Partners

**Employing Entity**:
NEXTCARE Claims Management LLC

**Job Type**:
Full-Time

**Remote Job**:
Not applicable

**Employment Type**:
Permanent

**ID**:
22755



  • UAE, United Arab Emirates Al-Futtaim Full time

    Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more...

  • Executive Assistant

    1 month ago


    UAE, United Arab Emirates FPSG Full time

    FPSG, working in partnership with our global well-established client, has an exciting new opportunity for an Executive Assistant on a permanent basis in Dubai. *** **Position Summary** Supporting the Global CEO and Chairman you will play a crucial role in strengthening the effectiveness of them by managing all administration duties. The role...


  • UAE, United Arab Emirates Al Rostamani Group Full time

    Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with...

  • Hcdx Coe Lead

    4 weeks ago


    UAE, United Arab Emirates Majid Al Futtaim Full time

    Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region,...

  • Business Data Lead

    1 month ago


    UAE, United Arab Emirates Thomas Thor Associates Full time

    Join our client’s team as a Business Data Lead, where you’ll play a crucial role in developing detailed data migration plans and ensuring data quality for a major project. This role requires collaborating with project managers, technical teams, and data specialists to deliver high-quality data for migration. **Responsibilities**: - Develop detailed...


  • UAE, United Arab Emirates WebBeds Full time

    The Administrative Assistant plays a major role in providing a high standard support to Head of Chains MEA and COO - MEA Product in terms of but not limited to administrative tasks and adhoc projects. **J**ob Title**:Administrative Assistant **Department**:Contracting **Location (primary)**:UAE **Key **Responsibilities**: - Provide a high standard...


  • UAE, United Arab Emirates Mark Williams Full time

    **Location**:Array **Job Reference**:FD18 **Type**:Permanent **Close Date**:16/07/2023 **Summary**: Our client a Dynamic Private Entity focusing on sustainable energy is looking for a Quality and Continuous improvement Manager. This role is responsible for strengthening the quality and continuous improvement culture, additionally, establishing and...

  • Assistant Operator

    1 month ago


    UAE, United Arab Emirates AlMansoori Petroleum Services Full time

    **Job Level** : Assistant Operator **Reporting to** : Operator **Subordinates** : **Minimum Education** : Secondary/Diploma/Engineering **Age Requirement** : 18 - 25 years old **Years of Experience** : **Certifications / Licenses** : **JOB DESCRIPTION** The Assistant Operator shall provide assistance to operations as instructed by the Operator...


  • UAE, United Arab Emirates Digby Morgan Full time

    summary - _ riyadh, mena_ - _ £116,000 per year_ - _ permanent_- specialism - construction & property- sub specialism - construction- reference number - PR-1191262 - job details About the Company: We are currently working with a leading Architecture and Design Consultancy based in Kuwait, specializing in innovative and bespoke solutions for commercial,...


  • UAE, United Arab Emirates Taaleem Full time

    As a leading education provider in the Middle East, Taaleem is continuing to support the UAE Vision and National Agenda 2021, establishing a unique partnership between the government and the private sectors. We currently manage and operate a number of private-public partnership schools in the UAE, with the aim of raising the quality of education; playing a...


  • UAE, United Arab Emirates Durham School Dubai Full time

    Durham School Dubai is seeking an Assistant Headteacher to play a leading role in managing curriculum and assessment across the school. The successful applicant will be a vital member of the school's senior leadership team. After a very successful start, Durham School Dubai enters its second year of operation in August. It is expected that, at the start of...

  • Assistant Principal

    4 weeks ago


    UAE, United Arab Emirates Safa Community School Full time

    **POST**:Assistant Principal - Pastoral, Wellbeing and Designated Safeguarding Lead at** Safa Community School, Dubai**: **Roles and Responsibilities**: - Developing, maintaining and regularly reviewing effective behaviour systems to ensure outstanding learning behaviours across all parts of the school. - To oversee the provisions associated with the...


  • UAE, United Arab Emirates MPH Global Services Full time

    Category: IT/Software Development Industry: Telecommunication City/Country: Onshore, United Arab Emirates (UAE) Location: Dubai One of our reputed Clients an International Company is looking forward to recruit a **Regional Operations Executive Assistant **with the following details: **Location: Dubai** **Contract Duration: Long Term Assignment** - Provide...

  • Inventory Assistant

    4 weeks ago


    UAE, United Arab Emirates Talent Pal Full time

    Position: Warehouse Assistant Company Overview: RAK Properties PJSC is one of the leading real estate development companies in the United Arab Emirates. Founded in 2005, we have established a strong presence in the market through our development of high-quality residential and commercial properties. We are committed to delivering innovative and sustainable...


  • UAE, United Arab Emirates Search Associates Full time

    **Principal/Lead School Inspectors** **Dubai Knowledge & Human Development Authority (United Arab Emirates)**: Position Posted**Feb 19, 2024** Deadline**Open** **DUBAI Knowledge & Human Development Authority** **Seeks** **School Inspectors** We are looking to recruit highly experienced school inspectors to join our team. You will work with us on a...


  • UAE, United Arab Emirates JCA Associates Full time

    As a Backend S/W Domain Lead-C4i, you will be responsible for leading and managing the backend software development team, overseeing the design, development, and deployment of C4i systems. You will collaborate with cross-functional teams, provide technical guidance, and ensure the delivery of high-quality, scalable, and secure backend solutions.


  • UAE, United Arab Emirates Crowne Plaza Hotels & Resorts Full time

    **Crowne Plaza Dubai Marina** is a perfect location that completely understands modern business travelers. Located in the cosmopolitan Dubai Marina area, the 3,037 square-metre hotel is next to Dubai Marina Mall and within walking distance of the picturesque pedestrian promenade, which borders the waterway lined with vibrant cafes and restaurants. With 273...

  • Assistant Manager

    1 month ago


    UAE, United Arab Emirates DP World Full time

    **Job Purpose** - Assisting in the pursuit and analysis of new markets and potential customers to ensure business growth. - Assisting the line manager in identifying and developing revenue optimization strategies for the business and its subsidiaries and partner businesses worldwide. - Acting as an inhouse Marketing & Communications coordinator and liaison...


  • UAE, United Arab Emirates Abu Dhabi Ports Full time

    Accountable To The Trade Facilitation Advisor will be responsible for performing research and analysis of strategies for business operations and services related to trade. Trade Facilitation Advisor will be responsible to enhance areas of governance to facilitate broader-based growth, with an emphasis on improving the trade and logistics environment and...


  • UAE, United Arab Emirates Damac Properties Full time

    **Strategic Contribution** - Establish and oversee implementation of a supplier management strategy that achieves required quality, delivery, service, and commercial terms from suppliers to rationalize the supplier base and improve the efficiency of the supply chain where possible. **People Management** - Lead the talent development initiatives for the...