Job Description

About the role

The Quality Assurance Manager will report directly to the Global Process Architect/Engineer. This position is a key part of the Global Process Team and is responsible for ensuring quality and compliance of our business support activities. This role will manage a team of specialists responsible for owning, maintaining, and undertaking activities relating to the Quality Assurance and Compliance in Global Business Solutions group. 

The responsibilities for this role include:

• Responsible for assessing the activities undertaken by business support teams.

• Conduct transaction monitoring against quality criteria and standards.

• Perform required coaching and close loop management of assessed transactions.

• Participate quality and compliance auditing.

• Participate in design of transaction monitoring formats and quality standards.

• Use quality monitoring data to compile and track performance at team and individual level.

• Develop familiarity with General Insurance Risk, Compliance, Legal and Regulatory requirement and ensure quality monitoring criteria, guidelines are in line.

• Liaise with Risk, Compliance, Legal, Data Protection Officer and other stakeholders to develop common standards and understanding to carry out Contact Centre activities with focus on production and productivity.

• Monitor completion of Quality Assurance Close Loop (Audit – Coaching – Remediation – Tracking) with Operations and Business Support

• Analyze Quality Assurance trends and work with Operations and other units for continuous improvement.

• Identify training needs through Quality Assurance monitoring across Contact Centre Sales &  Service functions.

• Contribute to the knowledge management systems enhancement and development.

• Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across the centers.

• Generate and analyze reporting to identify gaps and improvements.

• Prepare and present necessary information on portfolio to provide visibility and identify opportunities.

• Collaborate and work closely with global process architect, underwriting support management, other departments across the organization to facilitate all areas of responsibility.

• Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within the Contact Centre. 

What we're looking for:

• 10+ years of relevant experience in Process Improvement roles/Quality Assurance roles.

• Must have experience performing Quality Assurance audits.

• Must have management experience

• Insurance experience a plus

• BA/BS degree preferred

• Proficient in use of Microsoft Office Suite. Visio and Six Sigma certification a plus.

• Strong Communication skills (written, verbal, active listening)

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Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com .

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