Quality Assurance Consultant

Job DescriptionQuality Assurance Consultant Contract type: PermanentShift pattern: Full-time – 40 hours per weekLocation : Egypt, CairoRequirement: Applicants must be fluent in CantoneseWe make health happenAt Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives.Right from the start you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way.Working as a Quality Assurance Consultant you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service.You’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.Role OverviewYou will ensure that our products and services are assessed and processed accurately and consistently contributing to a Good Customer Outcome and Experience for our customers in line with business process and policy improvements within Bupa.How You’ll Help Us Make Health HappenDevelop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly.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.Support the delivery of ongoing and improved Customer Outcomes and Experience; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.Identify interactions containing non-conformances and breaches and provide appropriate feedback to the Commercial Management team to be discussed with individuals and addressed through corrective action plans.Key Skills / Qualifications Needed For This RoleThe successful candidate will be fluent in Cantonese, both spoken and writtenProven track record of delivering an excellent customer experience.The ability to set and achieve personal and team goals that deliver on Bupa’s strategic framework and business/functional goals.Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situationsExcellent communication skills with the ability to liaise with management and staff.Organised and able to prioritise workload.Excellent problem-solving skills, initiative and the ability to make sound commercial decisions.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 is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.Time TypeFull timeJob AreaDelivery and OperationsLocations:Egypt - Cairo