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MAPFRE Insurance Vendor Management & Quality Assurance Manager, Contact Center - Operations in Webster, Massachusetts

Vendor Management & Quality Assurance Manager, Contact Center - Operations

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Date: Nov 21, 2023

Location: Webster, MA, US

Company: MAPFRE


Prior experience managing multiple vendors & QA experience required

Work hours are Monday through Friday, flexible during core business hours of 8:00AM to 6:00PM (Hybrid after training)

$77K to $94K to start, including comprehensive benefits as of Day One.

Job Summary

The Vendor Management and Quality Assurance Manager role requires a dynamic individual with diverse skills and capabilities. They must be able to analyze datasets, identify patterns, trends, and insights, and make data-driven decisions that positively impact the organization's bottom line. Additionally, the individual should be agile and possess a high level of initiative and creativity, which allows them to adapt to changing circumstances quickly and efficiently.

As a Vendor Management and Quality Assurance Manager, it is essential to have a deep understanding of the organization's culture, processes, and goals. This knowledge allows them to align their activities with the company's objectives and maximize their impact on MAPFRE's business drivers. The individual should have experience in vendor management and budgeting, enabling them to oversee vendor relationships effectively, along with their impact on the Company.

An effective quality assurance program is also critical to the role. The individual must ensure that products and services provided by vendors and internal staff meet or exceed MAPFRE's expectations. They should have experience in quality assurance or auditing methodologies and be able to implement and manage a quality assurance program that meets the organization's needs.

Essential Duties and Responsibilities

  • Provide guidance and support to team members to ensure effective vendor management and quality assurance practices

  • In conjunction with your team, manage vendor relationships, assist with contracts, and ensure vendors meet or exceed MAPFRE's expectations

  • Oversee budgets related to vendor management

  • With the Quality Assurance team, Implement and manage a quality assurance program that meets the organization's needs and drives improvement in product and service quality

  • Ensure compliance with all relevant laws, regulations, and industry standards related to vendor management and quality assurance

  • Identify areas for improvement in vendor management and quality assurance processes and develop and implement solutions to address them

  • Assure the team communicates effectively with internal stakeholders, including senior leadership, to ensure alignment of vendor management and quality assurance activities with organizational objectives

  • Analyze datasets to identify patterns, trends, and insights that can inform vendor management and quality assurance decisions

  • Conduct regular audits of vendor performance to identify opportunities for improvement and ensure compliance with contractual obligations

Knowledge, Skills, & Abilities

  • Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.

  • Experience: 9 - 11 years or Master's Degree equivalent plus 7 - 9 years.

  • Strong organization and communication skills to discern and address the needs of the ECC and Insurance Operations

  • Demonstrated ability to cultivate strong relationships with internal customers, vendors, IT, and the organization-at-large to ensure business results

  • Ability to work effectively with people at all levels across MAPFRE and our vendors

  • A quick learner who can work with minimal supervision

  • Self-motivated and able to work autonomously with a focused, hard-working attitude

  • Ability to multitask and work quickly and professionally in time-sensitive situations

  • Ability to provide and receive feedback while offering ideas

  • Ability to voice dissent and provide alternative resolutions

  • Ability to think critically and make sound business decisions with a desire for ongoing improvement

  • Meticulous attention to detail

Physical Requirements

Must be able to stand and/or sit for extended periods of time, effectively communicate on the telephone and in person and must have the manual dexterity to operate various pieces of office equipment efficiently.

More About Us:

At MAPFRE, the safety of our employees matters. We have taken vital steps across all offices from the improvements to our air ventilation, the installation of touch-free devices, to embracing social distancing and requiring medical self-screening to ensure the safety of our employees. We embrace the ability to collaborate with peers in-office, while also offering a flexible work arrangement for many roles in our organization.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at .

We are proud to be an equal opportunity employer.

Nearest Major Market: Worcester

Job Segment: Operations Manager, QA, Quality Assurance, Recruiting, Call Center Supervisor, Operations, Technology, Quality, Human Resources, Customer Service

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