Job Description
Job Description At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling. Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most. WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide. So, what’s our mission? Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe. So, what’s the job? To critically evaluate the ‘as is’ business practices and identify gaps through a sustainable Quality Strategy Analyse options and work with function/process owners to close gaps and improve efficiency and customer experience Design and advise on appropriate quality tools to drive process performance and identify areas for correction and improvement In liaison with operations team, kick start, maintain and update processes through a process review cycle that accurately reflects the recommendations arising Proactively work with the training team to identify training and coaching needs and enable delivery where appropriate through coaching delivery directly by the Quality team Champion and drive a culture of quality and ongoing continuous improvement across the operational platform Develop a quality framework for pre-travel advice, during travel assistance, medical and security services that has clear links to WTPs values and enables on-going coaching and training for continuous development Develop, implement, and monitor an annual quality interventions plan in liaison with operations, inclusive of an audit of all WTP protocols, processes, and procedures Develop an ISO 9001 compliant quality framework and lead the work in obtaining this certification and any relevant future one to enhance WTPs industry reputation Develop quality and service improvement reporting mechanisms and forums with well-structured and actionable data