Job description
Tenacity CX are Australia's leading provider of recruitment solutions to the Customer Experience industry. As a partner with a global insurance organisation, we have an exciting job opportunity for an Insights Reporting, Complaints and Quality Manager to join their Disputes Resolutions team.Your role will be critical to drive a culture of continuous improvement, reporting to all levels of the business, up to executives and using insights to target customer's pain points. You will improve customer experience by reducing complaints, through quality management, reporting transparency and strategic stakeholder engagement and management.
To be successful in this role you will need to demonstrate the following skills and attributes:
- Strong analytical skills with a high level of attention to detail
- Proven success in managing stakeholders at all levels
- Demonstrated experience within the Insurance industry
- Experience in presenting high level reports to Senior Management
- Continuously looking on ways to improve process
- Proven experience in Customer Experience Analysis
- Ability to mange a busy workload and working to deadlines
- Advanced Excel skills
- ‘Salesforce’ experience is a bonus
- Leading and Managing a team of quality and insights analysts
Responsibilities Include:
- Analyse complaints data to identify areas of improvement
- Reporting of complaint volumes, trends and root cause of complaints
- Delivering reporting and insights that simplify Insurance products for customers
- Recommend process improvements to reduce complaint drivers
- Fostering a culture of continuous improvement
- Create strong relationships with various stakeholders and implement your ideas to improve Customer Experience
- Conduct in-depth analysis and maintain progress reports
- Proactively identify gaps in the process
What's in for you?
- Grow your career as a Leader in Insurance
- Work in a culture of customer and employee excellence
- Highly experienced team to learn from
Apply today, please click on the link below and attach your resume as a word document.
Only shortlisted candidates will be contacted.
Expired job