Delivery and Operations Quality Assurance Consultant

Job Description:

Quality Assurance Consultant

6/F, Tower 2, The Quayside, 77 Hoi Bun Road, Kwun Tong KowloonBupa

Full Time Permanent - 38.75 hours per week

Hybrid Working

We make health happen

You will ensure that our products and services are assessed and processed accurately and consistently contributing to an exceptional customer experience for our customers in line with business process and policy improvements within Bupa Insurance Limited.

You will also deliver constructive feedback to our internal Customers to ensure standards in compliant member interactions are improved and maintained, and that fair outcomes and excellent standards of service are delivered to our customers

How you'll help us make health happen by:

• Review both real-time and retrospective member interactions to ensure they are handled in a regulatory compliant manner, using knowledge and experience to determine whether the member has received the correct outcome and whether the customer experience fits with Bupa brand.

• Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly.

• Using the agreed Quality Assurance procedures, participate in reviews of colleagues to ensure consistency of Quality Assurance and decision making.

• Work closely with Business Areas offering regular reviews and feedback on internal processes and documents.

• Identify interactions containing non-conformances and breaches and provide appropriate feedback the Business Management teams to be discussed with individuals and addressed through corrective action plans.

• Identify and report any recommendations for improvements to the Business Owners.

• Support the delivery of ongoing and improved service; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.

• Provide feedback on non-conforming interactions to individuals to allow redress activity to take place so that the correct customer outcome can be assured.

• To conduct a follow up review on redress activity ensuring no customer detriment.

• Ensure that in every interaction reviewed, the decision is correct based on the information available and that the individual has followed due process.

• Proactively prioritise and manage own allocated workload; taking full ownership of each review until an outcome is reached

What you'll bring:

• Proven track record of delivering customer focussed outcomes in a regulatory environment.

• Previous experience of working in Customer Services, Claims, underwriting/Non Disclosure, Sales, Enrolments or Quality

• Assurance to a high standard is advantageous but not essential.

• Multi-lingual speaker is essential (English and Cantonese), both written and speaking.

• Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotive situations.

• Demonstrate excellent problem-solving skills and initiative together with the ability to make sound commercial decisions, weighing up the possible detriment to the customer, financial implications to Bupa and the impact on overall customer experience

• Excellent communication skills with the ability to liaise and communicate with management and staff.

• Knowledge of the current procedures and processes should extend to a level where a Quality Assurance Consultant can provide constructive and progressive input to the future development of these procedures.

• Knowledge of TCF principles, ICOBS, FCA complaint handling requirements, T&C principles and the Financial Ombudsman Service.

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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