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Service Delivery Ops Analyst (Insurance)

multiple locations +view all Job No. r00158932 Full-time - Hybrid

Job Description

Job Description

  • Assist in managing both the Call Center and Claims teams 
  • Handle first level of escalated calls transferred by agents; Document details of all escalated calls received
  • Help in handling regular customer calls – product information, process updates, etc.
  • Provide coaching and monitoring to improve/maintain the agents performance
  • Identify critical errors that drive down quality and find ways to eliminate this errors; discuss recommendations with Team Leader
  • Identify updates in the training documentation and coordinate with Team Leader/Process Trainer for revision 
  • Coordinate with the Team Leader and Process Trainer for new hire/trainee development
  • Attend and contribute to monthly process meetings with Process Owners
  • Support all team and company initiated motivational activities
  • Willing to manage production and training requirements which may result in possible increased hours of work


Job Qualifications:

  • College Graduate or Undergraduate with relevant work experience
  • Minimum of 2 years overall work experience in BPO
  • At least 12 months of experience in insurance account, and/or 12 months work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, or Medical insurance)​


Muntinlupa, Quezon City

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