Ideal Candidate
About the Role
We are looking for an experienced Subject Matter Expert (SME) to join our Insurance Operations team. In this role, you will provide operational guidance, support process excellence, ensure quality and compliance standards are met, and act as a key point of contact between the operations team and stakeholders.
The ideal candidate has strong RCA insurance knowledge, excellent problem-solving skills, and previous experience supporting operational teams in a fast-paced environment.
Requirements
- Minimum 3 years of RCA Insurance experience – mandatory.
- Strong understanding of insurance policy issuance and administration processes.
- Previous experience in quality monitoring, process improvement, operational support, or SME roles.
- Experience conducting Root Cause Analysis (RCA).
- Excellent analytical and problem-solving skills.
- Strong communication and stakeholder management abilities.
- Romanian – Native level.
- English – Minimum B2 level.
- ISF Certification – preferred.
- Ability to work independently and make informed decisions in a fast-paced environment.
Job Description
- Provide real-time support to agents through floorwalking, chat support, and assistance with complex insurance-related cases.
- Act as the primary escalation point for questions related to policy issuance, policy management, and operational procedures.
- Deliver on-the-job coaching and knowledge support to team members.
- Contribute to the maintenance and continuous improvement of the Knowledge Base and operational documentation.
- Support new hire validation processes and assist in training activities.
- Review, manage, and resolve approval requests submitted by agents for cases exceeding their authorization limits, including exceptions, discounts, cancellations, and special requests.
- Ensure all approval workflows are handled within agreed Service Level Agreements (SLAs).
- Provide guidance and decision-making support for non-standard cases.
- Perform quality checks to ensure insurance policies are issued accurately and in compliance with legal requirements and internal procedures.
- Monitor operational accuracy and identify areas for process improvement.
- Conduct Root Cause Analysis (RCA) investigations to identify the source of operational errors and recommend corrective and preventive actions.
- Support continuous improvement initiatives aimed at increasing quality and efficiency.
- Serve as the primary point of contact between the operational team and business stakeholders for technical and procedural matters.
- Participate in regular operational reviews, performance meetings, and business discussions.
- Identify recurring challenges and propose process optimization opportunities.
- Ensure effective communication and alignment across teams.
- Monitor team performance and operational quality standards.
- Prepare and maintain KPI reports and operational performance analyses.
- Provide feedback and recommendations to improve productivity, quality, and compliance.
Company Description
Tp is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.
We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.
Tp Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).
