Bavarian Nordic Berna GmbH
Head of Global Quality Systems(m/w/x)
Full-timeWith HomeofficeSenior
Bern
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ALAllianz Partners
CX & Quality Team Leader - Medi24(m/w/x)
Bern
Full-timeWith Home OfficeExperienced
Nejo AI Summary
Leading complaints resolution and quality governance for insurance services. 3+ years in quality management or customer-focused roles required. Overseeing CIRS and Voice of Customer metrics, with multilingual communication.
Requirements
- 3+ years in Complaints or Quality Management or customer-focused role
- Excellent people management and interpersonal skills
- Proven track record managing projects, driving change, implementing CX initiatives
- Excellent communication and presentation skills, initiative
- Strong competency in English, French, and German
- Experience in cultural change management
- Highly motivated, engaged, can-do attitude
- Excellent interpersonal skills, ability to motivate others, strong team player
- Work effectively in AI, machine learning, data analytics, cloud environments
Tasks
- Manage Complaints Resolution Team
- Implement complaints and quality governance
- Lead complaints resolution and policy adherence
- Oversee and report on complaints and quality
- Monitor CIRS and Voice of Customer metrics
- Develop insights analysis for improvement
- Maintain and update quality procedures
- Work with platform leads to achieve quality targets
- Identify trends and root causes for quality issues
- Build and track action plans for quality improvement
- Conduct regular quality reviews and provide feedback
- Set clear goals and provide regular feedback to team
- Foster a collaborative and motivating work environment
- Create action plans to address pain points
- Track owners, timelines, and impact of actions
- Lead monthly Medi24 Quality Forum
- Prepare content and presenters for Quality Forum
- Embed quality metrics into performance management
- Develop management reports for data insights
- Promote cross-functional collaboration
- Provide regular updates to stakeholders
- Issue weekly and monthly KPI reports
- Conduct trend analysis and present recommendations
- Align with global complaints and quality frameworks
- Redesign complaints resolution process
- Implement process efficiencies and insights reporting
- Own and review CIRS process
- Assign and track CIRS cases
- Represent Medi24 at CX and Quality forums
- Support internal and external audit processes
- Facilitate audit requirements and responses
- Use AI, machine learning, and data analytics responsibly
Work Experience
- 3 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Native
- French – Native
- German – Native
Tools & Technologies
- AI
- machine learning
- data analytics
- cloud-based tools
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Allianz Partners and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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ALAllianz Partners
CX & Quality Team Leader - Medi24(m/w/x)
Bern
Full-timeWith Home OfficeExperienced
Nejo AI Summary
Leading complaints resolution and quality governance for insurance services. 3+ years in quality management or customer-focused roles required. Overseeing CIRS and Voice of Customer metrics, with multilingual communication.
Requirements
- 3+ years in Complaints or Quality Management or customer-focused role
- Excellent people management and interpersonal skills
- Proven track record managing projects, driving change, implementing CX initiatives
- Excellent communication and presentation skills, initiative
- Strong competency in English, French, and German
- Experience in cultural change management
- Highly motivated, engaged, can-do attitude
- Excellent interpersonal skills, ability to motivate others, strong team player
- Work effectively in AI, machine learning, data analytics, cloud environments
Tasks
- Manage Complaints Resolution Team
- Implement complaints and quality governance
- Lead complaints resolution and policy adherence
- Oversee and report on complaints and quality
- Monitor CIRS and Voice of Customer metrics
- Develop insights analysis for improvement
- Maintain and update quality procedures
- Work with platform leads to achieve quality targets
- Identify trends and root causes for quality issues
- Build and track action plans for quality improvement
- Conduct regular quality reviews and provide feedback
- Set clear goals and provide regular feedback to team
- Foster a collaborative and motivating work environment
- Create action plans to address pain points
- Track owners, timelines, and impact of actions
- Lead monthly Medi24 Quality Forum
- Prepare content and presenters for Quality Forum
- Embed quality metrics into performance management
- Develop management reports for data insights
- Promote cross-functional collaboration
- Provide regular updates to stakeholders
- Issue weekly and monthly KPI reports
- Conduct trend analysis and present recommendations
- Align with global complaints and quality frameworks
- Redesign complaints resolution process
- Implement process efficiencies and insights reporting
- Own and review CIRS process
- Assign and track CIRS cases
- Represent Medi24 at CX and Quality forums
- Support internal and external audit processes
- Facilitate audit requirements and responses
- Use AI, machine learning, and data analytics responsibly
Work Experience
- 3 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Native
- French – Native
- German – Native
Tools & Technologies
- AI
- machine learning
- data analytics
- cloud-based tools
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Allianz Partners and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
Allianz Partners
Industry
Insurance
Description
Das Unternehmen ist im Bereich Assistance tätig und bietet Unterstützung in Notsituationen für Reisende.
Not a perfect match?
- Bavarian Nordic Berna GmbH
Head of Global Quality Systems(m/w/x)
Full-timeWith HomeofficeSeniorBern - Consulteer
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Full-timeWith HomeofficeManagementBern - Bavarian Nordic Berna GmbH
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Teamleiter:in Sozialversicherung (Ergänzungsleistungen)(m/w/x)
Full-timeWith HomeofficeSeniorBern - OWT
Senior Software Support Engineer(m/w/x)
Full-timeWith HomeofficeSeniorGenf, Lausanne, Zürich, Bern, Basel