Quality Assurance & Improvement Specialist @DARWIN

Description :

As a Quality Assurance & Improvement Specialist, you will be working within the Managed Services Department, as part of the Darwin Administration Support team. The team will handle administrative tasks and day-to-day requests for clients who have decided to outsource payroll and provider processes to DARWIN. Your role will play a fundamental part in improving and driving the quality of the service within the Darwin Administration team.

THE ROLE AND YOUR MISSION

We will count on you to :

Focus on Training Delivery : Deliver training sessions to new joiners and existing employees, ensuring they are equipped to perform their roles effectively. This includes coordinating onboarding processes and providing feedback on training materials.

Monitor Quality : Conduct regular quality checks on the team's performance, providing constructive feedback to improve service delivery while adhering to the established QA strategy and internal procedures.

Support Best Practices : Act as a subject matter expert, ensuring the team aligns with best practices and remains updated on product releases. Assist in implementing necessary changes.

Facilitate Communication : Build relationships and establish effective communication paths with existing employees and POD Leads to foster collaboration and support.

Drive Process Improvement : Continuously review and challenge existing processes to identify efficiencies and better ways of working. Participate in cross-functional workshops to ensure alignment across departments.

Report Performance : Submit regular reports on team performance, new joiner progress, and training delivered, providing feedback on quality and monitoring procedures.

MANAGE YOUR ACTIVITY

• Remain up to date with product releases and coordinate the relevant implementation of changes.
• Attend meetings and escalations to support best practices upon Lead / management request (ad-hoc).
• Assist and support the team during Romanian Bank Holidays as a Darwin & processes subject matter expert.
• Complete regular standard quality checks as per team set targets and provide feedback / reports on the quality & monitoring procedure guide to assess performance.
• Review client process documentation to ensure alignment with best practices following Lead / management requests (ad-hoc).
• Create process checklists and Visio flow for team use, maintaining them based on process development.

BUILD RELATIONSHIPS & WORK TOWARDS DEVELOPING YOURSELF

WHAT YOU NEED TO HAVE

Your Experience & Values :

Our Quality Assurance & Improvement Specialist are passionate about delivering a high-quality service and have excellent technical support or Darwin experience. They will lead by example, mentor others, and work with a high level of professionalism and proactivity. They are team players who are passionate and proactively recommend change to ensure our team develops and grows in a scalable, operationally efficient way.

Behavioral Skills :

Technical Skills :

WHY JOIN OUR TEAM

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

Mercer, a business of Marsh McLennan (NYSE : MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses : Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.