Quality Assurance Analyst
King Abdullah University Of Science And Technology
Total years of experience :11 years, 0 Months
Evaluate calls, emails and tickets as well as monitoring the team’s overall performance.
Supporting the management to set the most suitable quality measurements based on the department requirements and objectives, and providing reports needed for business decisions making.
Evaluate inbound, outbound calls, cases, internal complaints and SAMA complaints to ensure applying the agreed KPI and department’s standards on internal and external communications. In charge of client care induction for newly employed staff as well as the department risk champion.
Receive queries, requests, and complaints from clients and via SAMA portal and follow up with the concerned departments about motor/general insurance.
Responsible for handling complaints received through different channels (phone, email, written letters, CCHI and SAMA website).
Serving members through the company's 24/7 helpline by answering their queries (Pre-Authorization requests, claims queries, coverage and providers network… etc) and was part of Mega Account Team and Pre-Authorization Team.
Customer Service Representative in Al-Fursan project of Saudi Airlines, support clients on their requests (family members enrollment, miles queries, partners free miles offers…etc) and quality check the address of members to send out membership cards as an extra task.
