Quality & Audit Manager

Here at IMG we are pleased to announce that we are looking for a Quality & Audit Manager working Remotely or Hybrid working 37.5 hours a week. The Quality & Audit Manager will be a key member of the Global Quality & Process Improvement Team and will work closely with the Operational & Quality leadership to elevate our standards and ensure we consistently deliver on our promises to customers.

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®. 

The Quality & Audit Manager will play a key role in enhancing customer satisfaction by ensuring efficient complaint resolution, driving quality audits, and leading process improvement initiatives. This position will oversee and manage all aspects of quality assurance across our travel and medical insurance operations. By developing and implementing strategies to improve service quality, this manager will strengthen our compliance, streamline operations, and reinforce a culture of continuous improvement.

The ideal candidate will have a strong background in customer service, quality assurance, and team management. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional service to our customers.

What does a day in the life of a Quality & Audit Manager look like:

Quality Auditing:

• Lead internal quality audits to evaluate the effectiveness and compliance of claims processing, customer service, and other operational processes.
• Develop a robust quality control framework with KPIs and metrics to measure performance across departments.
• Provide valuable feedback to enable Claims Management staff to more effectively train and coach staff, as well as highlight potential areas for process improvement.
• Prepare and present audit reports to senior management, highlighting findings, risks, and recommendations.
• Implement corrective and preventive action plans based on audit results to reduce risk and enhance service quality.

Process Improvement:

• Identify and evaluate opportunities for process improvement in claims, customer support, and any other business operational workflows
• Collaborate with cross-functional teams to streamline operations, reduce inefficiencies, and enhance customer satisfaction
• Lead process improvement projects from ideation through implementation and ensure measurable outcomes.
• Benchmark industry standards and apply best practices to continuously elevate quality management within the company.

Reporting & Compliance:

• Maintain up-to-date knowledge of regulatory and compliance requirements for travel and medical insurance.
• Develop and implement reporting systems to track quality metrics, complaint resolution rates, and audit findings.
• Prepare and present regular reports on quality metrics, highlighting trends, challenges, and successes to senior management.

Other responsibilities:

• Support the Complaints Management function as and when required
• Support departmental appeal handling function, including being a point of escalation as required
• Support departmental training objectives
• Support, mentor, and develop a team of quality assurance professionals, fostering a culture of continuous learning and improvement.

• 1 to 2 years’ experience in a general management role.
• Minimum 5 years’ experience in customer service functions within insurance industry.
• Minimum of 5 years’ experience in an insurance or compliance environment with strong understanding of insurance processes, particularly within travel and medical insurance or Assistance.
•  Minimum 1 to 2 years’ experience of leading or coordinating internal and external audits.
• Familiarity with medical insurance claims, processing, billing and coding.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management.
• Ability to collaborate with cross-functional teams and presenting findings to senior leadership.
• A sound working knowledge of Microsoft Word, Outlook and Excel.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Knowledge of regulatory requirements related to complaints handling, such as GDPR or HIPAA, is preferred.
• Minimum 5 years’ experience in any one the following: Claims handling in Health, Travel or Assistance, Claim auditing in any insurance environment, health or Travel insurance an added advantage.
• Good knowledge of international health insurance.
• Experience in quality assurance, compliance or audit within healthcare or health insurance industry and added advantage.
• Attention to detail and good listening skills. Can follow complex instructions.
• Good interpersonal and customer service skills (both written and spoken).
• Enthusiastic, self-motivated with a ‘can do’ attitude.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.