Training & Quality Assurance Manager

**Description**:
Let’s grow together
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
What’s the job?
You will lead the Quality and Development team to promote consistent performance across Emergency Assistance, Claims, and Customer Service.
Oversee the daily performance of the Third-Party Administrator (TPA) based in the Philippines.
Design and deliver training programs to enhance staff knowledge, skills, and service excellence.
Manage quality assurance activities, including call monitoring, audits, and calibration sessions.
Analyze QA data, complaints, and NPS feedback to identify root causes and recommend service improvements.
Maintain internal SharePoint pages to support team engagement, knowledge sharing, and communication.
Drive continuous process improvement initiatives across operational functions.
Manage and execute regional projects, including planning, goal setting, and tracking of deliverables.
Support the Head of Operations and act as a deputy when required.
Provide flexible support to meet the needs of a 24/7 call center environment and handle additional responsibilities as business needs evolve.
What are we looking for?
You will have proven experience in training delivery and quality assurance, ideally within emergency assistance, claims, or customer service settings.
Hands-on experience working with BPOs in the insurance services sector.
Strong leadership and coaching skills, with the ability to drive and sustain team performance.
Solid understanding of QA methodologies, with the ability to analyze feedback and implement service quality improvements.
Demonstrated project management experience, with confidence in working across multiple regions and functions.
Adaptability, collaboration skills, and the ability to support senior leadership while managing shifting priorities effectively.
Professional certification in Training, Learning & Development, or Quality Assurance (e.g., CPTD, CPTM, Six Sigma Yellow/Green Belt, Train-the-Trainer) is an advantage.
Experience in manage service partners in the Philippines or a proficiency in Tagalog would be an added advantage.
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
**We have more than 2600 employees worldwide**: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.
Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
LI-Hybrid