Quality Specialist - Travel Claims

Job Summary

Reporting to the Travel Operations Quality Claims Manager – APAC & Europe, the Travel Claims Quality Delegate serves as the single point of contact for all Business Unit leakage and trends analysis, ensuring a streamlined approach to identifying and addressing inefficiencies.

This is a fixed-term contract role designed to support strategic quality improvement initiatives within a timeframe of 2 years assignment.

This role is pivotal in driving operational excellence by performing root cause analysis and leveraging the PDCA (Plan-Do-Check-Act) methodology to implement continuous improvement initiatives.

What You Do

• Act as the central figure for monitoring and analyzing leakage trends across all travel claims processes.
• Facilitate and conduct control testing, closed file reviews, and exception report monitoring to ensure compliance with internal and external standards.
• Review and examine relevant records, reports, and documentation to identify potential leakage cases.

Root Cause Analysis and Continuous Improvement

• Perform detailed root cause analysis to uncover inefficiencies and leakage drivers.
• Utilize the PDCA framework to develop, implement, and monitor corrective actions, ensuring sustainable improvements.
• Track recommendations and actions to completion, ensuring alignment with organizational goals.

Trends Analysis and Reporting

• Analyze data to identify patterns, trends, and recurring issues related to leakage.
• Prepare and share dashboards and reports with stakeholders, providing actionable insights and updates on progress.
• Maintain accurate records and documentation to support findings and recommendations.

Collaboration and Stakeholder Engagement

• Collaborate with local and global stakeholders to address identified issues and implement best practices.
• Act as the primary liaison for all leakage-related inquiries, ensuring clear communication and alignment across teams.

Compliance and Governance

• Ensure all activities comply with relevant legislation, industry standards, and internal policies.
• Support the establishment of robust processes and tools for control testing, monitoring, and supervision.

Qualifications / Experience

• Strong analytical and statistical skills to identify patterns, root causes, and actionable insights from data.
• Experience in auditing, monitoring, and quality assurance processes, preferably within the insurance or travel claims sector.
• Proficiency in reporting and dashboarding tools, including Excel (pivot tables, formulas, charts) and Power BI.
• Strong communication and interpersonal skills to collaborate effectively with stakeholders and provide constructive feedback.
• Knowledge of internal operations processes and procedures, with a focus on identifying and addressing inefficiencies.
• Fluency in English and German, both written and verbal.

Additional Responsibilities

• Respond to customer information requests within the required timeframes.
• Escalate findings or potential breaches to the appropriate quality manager or leadership for prompt action.
• Monitor the progress of remediation plans to ensure timely completion.
• This role is critical in ensuring the quality and efficiency of travel claims processes, contributing to the overall success of the organization by minimizing leakage and enhancing customer satisfaction.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.