Quality Monitoring Officer

**Job Description**:
As Quality Monitoring Specialist you analyze a sample of claims, production and contract management & call quality monitoring using a predefined grid of quality criteria to ensure we detect potential fraud, waste and abuse, non compliancy to procedures and quality standard.

**What you’ll be doing**:

- Act as a real partner with the business: Define action plans based on the quality assessment and onboard Technical Coaches, Management and Team Assistants for the implementation of the action plans. Organize regular synchronization points together to allow a transparent shared knowledge taking into account the different point of views and needs.
- Collaborate with the Technical Coaches and Team Assistants/Team Leaders for the identification and implementation of new procedures that are addressing dysfunctionalities. Ensure that it’s correctly documented and up-to-date in a global structure of knowledge management.
- Define training needs based on dysfunctionality analysis conducted by the Technical Coaches and Team Assistants/team leaders. Ensure the needed changes are operational in collaboration with the Healthcare management.
- Support, as healthcare experts, the BSC/Team Assistant/Team Leaders/Managers with the analysis of complex cases and complaints and also all potential changes in processes.
- Regularly evaluate the consistency of the existing controls, adapt where needed and intervene in the process validation for new processes/products. Work with other control teams to review and adapt the controls in order to cover the existing and new risks and still staying pragmatic and realistic.
- Perform the required controls in time and adequately. Complete the evidences for the recurrent evaluations in the follow-up tools to allow a clear reporting to the group as well.
- Conduct data exploration and analysis to identify trends, patterns, and anomalies within claims, production, and contract management data. Utilize these insights to design new controls, improve existing monitoring processes, or perform deep dives into specific cases for further investigation.
- Report on a monthly basis the results of the controls and action plans to the Healthcare management team and the quality steering of which they are part.
- Evaluate training from content & didactic perspectives including training paths for different profiles

**What you’ll bring**:

- Bachelor degree or equivalent experience in a similar role
- At least 3 years of relevant experience
- Trilingual proficiency: French, Dutch, and English
- Knowledge of the insurance sector and the role of an assistance provider
- Demonstrates a high level of service quality
- Analytical mindset
- Familiarity with CMS tools and other relevant software
- Excellent knowledge of the MS Office suite (Excel, PowerPoint, Word)
- Some knowledge of PowerQuery, PowerBi is a plus
- Discretion and confidentiality
- Strong listening skills and interpersonal contact skills
- Solid organizational, administrative, and writing skills
- Ability to adapt to change
- Dynamic and reactive
- Team spirit

**What we offer**:
At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
- €90 flat rate expenses
- Meal vouchers worth €8
- €250 eco vouchers
- Insurance: group insurance, hospitalization insurance, disability insurance, accident insurance
- 3 days of homeworking
- 30 vacation days
- 100% reimbursement of transportation costs

**Who we are**:
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

**Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract)