Job Description
Within the Travel Insurance and Assistance sector, our Operational Onboarding Support and Quality Assurance is responsible for :
· the management of local partners onboarding projects and their change requests such as products renewal, addition or change, or Canadian regulation changes in travel industry.
· the coordination of local processes and tools delivery required by our Canada branch’s Competence Center for its operations (such as claims handling, customer services and assistance services).
· the coordination of global partners’ onboarding projects in direct relation with the International Travel Onboarding team based in Paris.
· the Quality Assurance of all the customer journeys of our Partners ‘end-customers.
The Operational Onboarding Support and Quality Assurance plays an important role in the travel organization by being the first point of contact for the management of local partners’ change requests, engaging the support functions and being involved in the active scoping, planning and execution of local and global projects.
He/she has a deep understanding of the Quality Assurance objective, hence having a rigorous mind that does not authorize missing any scenarios untested before “go live”. He/she has a strong commitment to deliver customer-centric systems with the best-in-class customer experiences.
Key responsibilities
· Responsible for tactical implementation of the onboarding of all the processes and systems required to perform smooth operations on claims handling, customer services and assistance services at the Canada Branch.
· Responsible for the Quality Assurance (tools, messaging, natural language) of the customer journeys of all end-customers in case of new partner onboarding, change request and continuous improvement and monitoring.
· Key point of contact with the Global Travel Onboarding Project managers for the coordination of task related to standard global partner onboarding at EA S.A. Canada Branch:
o Collecting the necessary information and business requirement and alerting the different teams.
o Telco and operational systems configuration and documentation.
o Content preparation (FAQs, Certification of Insurance, Document templates, base wording in English.)
o Operation test plan design, execution, and reports.
o Report local progress of the onboarding project.
· Key user for the eClaim portals and the digital customer journeys:
o Partner onboarding: UI/UX review, content and email templates preparation, eConf configuration of the products, localize translation review, test plan design, execution, and reports, feedback about UX or bugs.
o Release management: Unit test of enhanced features, non-regression comprehensive testing before a Production release
o Incident management: Detecting and testing incidents, level 1 triaging, testing feedback brought in by customer service
· Key communication points with the Canada branch Operations Manager for the preparation of the training materials and communication of the operational platforms.
Requirements
§ 7+ years in project QA and Test plan review, including a good experience in digital and UX design, and with a significative experience in international project management.
§ Experience and technical agility with respect to digital distribution solutions or insurance / service operations
§ Insurance industry experience or Travel related industry experience
§ Languages: English and French (native or near-native : C1 level minimum)
§ Basic knowledge of CSS/HTML
§ Excellent written and verbal client-facing and internal communication skills
§ Extremely rigorous and including attention to detail for the test plan design
§ Excellent organizational skills and multi-tasking skills
§ Strong consideration given to candidates with one or more of the following:
o PMP / Agile certification
o LEAN (green or black belt)
o Microsoft 365 ecosystem (Office, TEAMS, Forms, Flow, Dynamics) and Jira
- must be bilingual French/English
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About Affinity:
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For more information on Affinity, please visit www.affinity-group.ca
Job Number: 8746