Responsibilities
- Be the POC for the LATAM appeals operation, including BPO oversight, SOP creation, training, auditing, stakeholder management, and performance reporting.
- Track and improve appeal KPIs, ensuring alignment with in-house standards.
- Manage BPO resources, schedules, and quality metrics to drive operational excellence.
- Collaborate with internal teams to resolve issues, implement improvements, and share updates.
- Provide regular performance updates in business reviews and respond to ad-hoc requests from stakeholders.
- Lead ongoing quality initiatives to improve the appeals process.
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