Customer Quality & Corporate Reporting Manager

Job Summary

The Customer Quality & Corporate Reporting Manager participates in the solution planning for strategic execution of customer-focused initiatives across the company. Manages data analysis and interpretation while simplifying and communicating insights and recommendations into actionable items for stakeholders. Manages the development of processes to ensure continuous improvement in the delivery of quality of services. Emphasis is on customer care, quality management, customer-facing knowledge management and building a customercentric culture within MAPFRE Insurance.

The Customer Quality & Corporate Reporting Manager collaborates closely with the Customer Experience Design group, Operations leaders, Customer Development, Knowledge Management, L&D, and Quality Assurance teams to assure strategic initiatives are developed and executed effectively. Develops, implements, and maintains an effective quality management system to assure continuous improvement of processes and performance related to customer quality and experience delivered by both internal and external service providers. Analyzes customer feedback/sentiment to drive improvements.

This role works closely with the corporate and local Business and Clients area, Regional Leaders in the US, as well as the corporate Quality Observatory to ensure that customer information is effectively used to develop strategies to improve customer experience and ease of doing business. This individual is responsible for expanding knowledge management and collaboration platforms impacting customer quality. Success measures include improved NPS scores, customer quality feedback loops, improved transparency of data-driven customer experiences, loyalty and retention of customers in our preferred segments as well as reduced expenses through quality improvements.

Knowledge, Skills and Abilities Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent, related experience.

Experience: 6 - 8 years - or Associates Degree equivalent plus 8 or more years. Knowledge: Advanced knowledge of practices within field. Integrates and evaluates new advancements in industry, concepts, techniques and standards to contribute to successful business results. Considered an expert in the field within the 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 talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.