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Job Description
We are seeking a highly skilled Assistant Manager with 3 to 5 years of relevant experience in quality auditing and performance evaluation. The successful candidate will be responsible for auditing customer service operations, assessing compliance with internal standards, and ensuring service quality excellence. This role focuses on process evaluation, performance analysis, and continuous improvement, without direct involvement in complaint handling
Conduct Internal Audits & Compliance Evaluation:
- Evaluate compliance with company policies, procedures, and service standards.
- Review call handling, case management, response time, and service workflows.
- Assess service quality through call monitoring, system reviews, and documentation checks.
Quality Standards Development & Process Consistency:
- Support the development and enhancement of service quality standards.
- Ensure documentation accuracy and process consistency.
- Participate in management reviews and quality meetings.
Quality Awareness & Best Practices Promotion and Quality Metrics Monitoring:
• Promote quality awareness and best practices within Customer Service teams.
• Support external and internal quality audits when required.
• Analyze service performance data and quality metrics.
• Monitor implementation of corrective actions and process improvements.
• Communicate audit results clearly with Customer Service management.
Advanced Quality Dashboards & Data Analysis:
- Design, develop, and maintain advanced quality dashboards to track performance, trends, risks, and improvement areas.
- • Perform in-depth data analysis to identify root causes, patterns, and quality gaps.
- • Produce comprehensive quality reports (operational, management, and executive-level).
Skills
- Analytical and reporting skills.
- Proficiency in Microsoft Excel and performance dashboards.
- Ability to analyze service data and identify trends and gaps.
- Documentation and data management skills.
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
