Customer Quality Assurance Lead: Compliance & Feedback

Chubb; Kuala Lumpur; On-site; MYR 65,000 - 90,000; Full time

Job summary

Chubb Malaysia is seeking a Customer Quality Assurance Officer to assess the quality and accuracy of sales, customer service and retention calls for the Malaysia Consumer business.

The role safeguards customer trust and mitigates risk by identifying issues before they escalate, driving improvement with clear, actionable feedback to ensure every customer interaction reflects CBSM standards in clarity, confidence and compliance.

Qualifications

• Minimum 3 years experience in quality assurance, customer service or retention within insurance, financial services or contact centre operations is preferred.
• Experience reviewing or evaluating call quality or compliance is an advantage.
• Proficient in call center systems (ideally Nice CX One).

Responsibilities

• Monitor sales, customer service and retention calls to ensure accuracy, confidence and clarity in customer communication.
• Evaluate calls against CBSM quality, compliance and customer experience standards.
• Ensure correct handling of verification, product explanation, payment handling and professional conduct.
• Provide clear and actionable feedback to drive performance improvement and track recurring issues.

Skills

Quality assurance

Call center

Compliance

Data protection

Nice CX One

Tools

Nice CX One

Job description

Chubb Malaysia is seeking a Customer Quality Assurance Officer to assess the quality and accuracy of sales, customer service and retention calls for the Malaysia Consumer business.

The role safeguards customer trust and mitigates risk by identifying issues before they escalate, driving improvement with clear, actionable feedback to ensure every customer interaction reflects CBSM standards in clarity, confidence and compliance.