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Job Description
• Support in building audit tools for all communications between Bupa Arabia employees and members.
• Supervise the daily audit process by monitoring achievements of targets and quality of data.
• Report specific member issues based on findings from the audits.
• Report gaps identified in delivering the Bupa promise for services offered to Bupa Arabia members.
• Supervise activities coordinating monthly visits to Bupa Arabia clientele company executives.
• Report progress and success measures by number of visits conducted and employee attendance.
• Supervise company profile and sharing it with Bupa Arabia senior employees attending the particular visit.
• Investigate and report high risk complaints by Bupa Arabia members identifying root causes and preventive actions.
• Monitor recovery and preventive actions as agreed by the complaint champions.
• Track the high risk complaints by Bupa Arabia members and their resolution within regulatory KPIs.
• Support building the loss tree for all service failures identified feeding into focus improvement projects.
• Develop a unified complaint log for all complaints received within Bupa Arabia by various departments in line with government regulations.
• Supervise the progress of the forums between sales and operations.
• Supervise the progress of tracking and reporting the progress of the service failures identified in the forum.
• Revise action meeting minutes before dissemination to forum attendees.
Skills
• Delivers comprehensive presentations
• Skilled in time management and project management
• Experience in a customer service or service quality field preferred