Flexible QA & Training Lead — Global Travel Support
Cover-More Group
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Benefits offered by this job
Job summary
Zurich Cover-More is seeking a QA Specialist to enhance service quality across Operations, combining QA reviews, coaching and targeted training to improve compliance and customer outcomes.
You will partner with Operations, Training and Complaints to identify opportunities, calibrate quality standards, and deliver data-driven insights for continuous improvement. Strong English and QA experience are essential.
Qualifications
- Experience in quality assurance with training facilitation or coaching.
- Knowledge of QA methodologies: call monitoring, audits, calibration, root-cause analysis.
- Ability to analyse QA results and translate into coaching plans.
- High proficiency in English, written and spoken.
Responsibilities
- Conduct QA reviews across Assistance, Claims and Medical operations to ensure accuracy and compliance.
- Identify trends, gaps and root causes; provide practical recommendations.
- Develop QA frameworks, criteria, scorecards and standards.
- Partner with Operations, Training and Complaints to embed best practices.
- Deliver coaching and refresher training based on QA findings and trends.
- Prepare quality reporting and insights highlighting risks and opportunities.
Skills
Education
Tools
Job description
Zurich Cover-More is seeking a QA Specialist to enhance service quality across Operations, combining QA reviews, coaching and targeted training to improve compliance and customer outcomes.
You will partner with Operations, Training and Complaints to identify opportunities, calibrate quality standards, and deliver data-driven insights for continuous improvement. Strong English and QA experience are essential.
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