What are the responsibilities and job description for the Customer Quality & Corporate Reporting Manager position at MAPFRE?
At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community.
- For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams.
- For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S.
- For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally.
This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference.
Job Summary
The Customer Quality & Corporate Reporting Manager participates in the solution planning for strategic execution of customer-focused initiatives across the company. Manages data analysis and interpretation while simplifying and communicating insights and recommendations into actionable items for stakeholders. Manages the development of processes to ensure continuous improvement in the delivery of quality of services. Emphasis is on customer care, quality management, customer-facing knowledge management and building a customercentric culture within MAPFRE Insurance.
The Customer Quality & Corporate Reporting Manager collaborates closely with the Customer Experience Design group, Operations leaders, Customer Development, Knowledge Management, L&D, and Quality Assurance teams to assure strategic initiatives are developed and executed effectively. Develops, implements, and maintains an effective quality management system to assure continuous improvement of processes and performance related to customer quality and experience delivered by both internal and external service providers. Analyzes customer feedback/sentiment to drive improvements.
This role works closely with the corporate and local Business and Clients area, Regional Leaders in the US, as well as the corporate Quality Observatory to ensure that customer information is effectively used to develop strategies to improve customer experience and ease of doing business. This individual is responsible for expanding knowledge management and collaboration platforms impacting customer quality. Success measures include improved NPS scores, customer quality feedback loops, improved transparency of data-driven customer experiences, loyalty and retention of customers in our preferred segments as well as reduced expenses through quality improvements.
Knowledge, Skills and Abilities Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent, related experience.
Experience: 6 - 8 years - or Associates Degree equivalent plus 8 or more years. Knowledge: Advanced knowledge of practices within field. Integrates and evaluates new advancements in industry, concepts, techniques and standards to contribute to successful business results. Considered an expert in the field within the organization.
Thank you for considering MAPFRE Insurance as part of your career journey.
We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.
