Junior QA Process Engineer

**The Company**

Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired

Our People are not Perfect, Traditional, Complacent or Cautious

**About the Role**

As a Junior QA Process Engineer on our Customer Team, you will own the delivery of key initiatives related to the quality of the customer journey (including claims and support teams, processes and systems) across XCover and Rental Cover business

To drive success in this role, you will have a strong attention to details by being able to identify all issues impacting the customer experience, along with coming up with improvement initiatives. As the Junior QA Process Engineer you will audit design, processes, content, products and customer journey, along with Claims and Support individual’s quality performance, putting the customer at the center of our value proposition. This also includes providing improvement suggestions to the errors identified. Regular collaboration with Claims and Support teams, Content, Product teams will be key in ensuring that the NPS and QA goals are achieved.

**What will your day look like? You will...**:

- Own the customer journey audit by ensuring that all the errors on claims and support activities in regards to processes, systems, customer communication, internal guidelines compliance, individual performance are identified and reported.
- Document each error identified, along with root causes and transform them into a process improvement solution.
- Perform in-depth ad-hoc root cause analysis requests (from leadership) on customer complaints and provide a detailed action plan having in mind process, content, systems improvements.
- Lead the delivery of feedback and training required for operations, following the audits performed.
- Own the communication with all relevant stakeholders (Claims, Support, Compliance, Content, Product, Insurance, etc) by providing proactive feedback and leading towards implementation the process improvements to ensure the best customer journey experience.
- Own audit reporting and provide the data required as needed.
- Lead, prepare and attend QA meetings as needed.

**To help us level up, you'll ideally have**:

- 1-3 years experience in all aspects of claims and support operation or auditing operations.
- Experience fostering and developing key relationships with both external and internal stakeholders.
- Track record of advocating for customer solutions the deep dive analysis of data and trends to identify errors and provide improvement actions.
- Owned and contributed to the creation and presentation of reports along with recommended improvements that have driven positive outcomes.
- Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable.

**To be successful, you'll bring**:

- Problem solving.
- Driven, energetic, positive approach and a “good enough is not enough” mentality.
- Organizational and time management skills.
- Excellent attention to details.
- Professional approach and confident manner.
- Ability to adapt quickly to a start-up pace environment and culture.

**Why Cover Genius?**

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
- Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
- Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
- Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
- Social Initiatives - pictures speak a thousand words

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat
- Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status._