Introduction

The Manager/Quality Assurance - Insurance Verification is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.

Your Role and Responsibilities

This role is a Manager/Quality Assurance - Insurance Verification in our Business Process Outsourcing Organization, Cognitive Process Services. This role will be supporting an Insurance client in our Research Triangle Park, North Carolina team. This position requires excellent communication skills, high initiative and energy level with good collaboration skills. The candidate should have the ability to provide constructive feedback and have strong Coaching and mentoring skills. This position will also require leadership skills, PC proficiency in Microsoft Office-Word, Excel, PowerPoint and analytical skills to support and develop metrics based quality reports. Finally, they should have knowledge of Six Sigma tools and their implementation.

Key responsibilities:

• Responsible for preparing and providing feedback to Agents, resulting in improved performance of individuals.

• All/Transaction Monitoring as per the Targets assigned to him/her.

• Communication to heighten awareness and focusing on importance of improving the overall customer experience.

• Making recommendations and driving improvement to achieve desired performance level.

• Supporting the company's pursuit of high quality service to internal and external customers and enhancing the overall customer experience.

• Ensuring that internal policies, procedures, and compliance regulations are being followed.

• Identifying operational / training issues and handling the same via communiqués, conference calls

• Identifying improvement opportunities, developing and driving appropriate actions plans.

Develop our People and our Practice:

• Build a relationship across all levels of the practice

• Take personal responsibility to develop, mentor, and train Insurance team members

• Coordinate teams to provide analytics-driven insights

Build Assets and Capabilities:

• Leverage IBM offerings, assets, and capabilities to create and deliver differentiated service offerings to our clients.

• Create new and innovative intellectual property to drive first of kind solutions for client business problems

Required Technical and Professional Expertise

• College Graduate

• Previous work experience in Business Processing Outsourcing (BPO) operations

• The person should have prior exposure to quality measures and metrics in BPO environment. Identify performance gaps and counsel our team. Generate quality reports.

Preferred Technical and Professional Expertise

• Previous management and/or leadership experience

• Bachelor’s Degree in Business or Life Sciences Preferred

• Insurance Verification experience

About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

This job requires you to be fully COVID-19 vaccinated prior to your start date, where legally permissible. Proof of vaccination status will be required. If you are unable to be vaccinated due to medical, pregnancy or religious reasons, we offer accommodations in accordance with applicable law.

Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

Location Statement

IBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:

• 12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.

• World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.

• Well-being programs to support mental and physical health.

• Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).

• Select educational reimbursement opportunities.

• Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.

• Giving and volunteer programs to benefit charitable organizations and local communities.

• Discounts on retail products, services, and experiences.

We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.