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Quality Assurance Team Lead

Cover Genius

Cover Genius

Quality Assurance
Uruguay · Remote
Posted on Tuesday, July 9, 2024
The Company
Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the Role
As a Quality Assurance Team Lead on our Quality Assurance Team, you will own the end-to-end analysis of all claims across various verticals, ensuring a world-class customer experience through meticulous auditing processes.
To drive success in this role, you will have 3-5 years of experience in insurance claim assessment and quality assurance, strong leadership skills, and the ability to adapt quickly to a fast-paced start-up environment. As the Quality Assurance Team Lead, you will mentor and manage our Customer Quality Analysts, identify process improvements, and analyze QA results to drive operational excellence. Regular collaboration with internal stakeholders will be key in ensuring the highest standards of customer experience are achieved.

What will your day look like? You will...

  • Own the end-to-end analysis of claims across all verticals, considering the entire customer journey for audits.
  • Guide and mentor the Customer Quality Analysts, setting them up for success.
  • Identify and implement process improvements to enhance operational efficiency.
  • Analyze QA results and prepare comprehensive reports for relevant teams.
  • Act as the key escalation point for the QA team and handle escalated complaints.
  • Manage performance and provide daily support to the Customer Quality Analysts.

To help us level up, you'll ideally have:

  • 3-5 years of experience in insurance claim assessment and quality assurance. Experience in a similar non-insurance role will be considered.
  • Strong leadership and team mentoring experience.
  • Ability to adapt quickly to a fast-paced start-up environment.
  • Proven ability to foster and develop relationships with internal stakeholders.
  • Expertise in problem-solving and advocating for customer solutions.
  • Experience in enhancing systems, processes, and feedback loops.
  • Proficiency in producing reports and presenting monthly results.
  • Bachelor's degree in a relevant field; a postgraduate degree and/or record of academic achievement is also desirable.

To be successful, you'll bring:

  • Driven, energetic, and a “good enough is not enough” mentality.
  • Professional approach with excellent attention to detail.
  • Ability to work under pressure with strong organizational and time management skills.
  • Exceptional communication and interpersonal skills.
  • A positive approach to change and the ability to make decisions in the best interest of the company.
  • Strong leadership skills with the ability to step in when staffing is insufficient to maintain operations.
  • A marketing mindset is highly regarded.
  • Punctual, confident, and reliable.
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.