Customer Quality Assurance Officer

Chubb; Kuala Lumpur; Vor Ort; MYR 65.000 - 90.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

Quality assurance

Call center

Compliance

Data protection

Nice CX One

Tools

Nice CX One

Jobbeschreibung

The Customer Quality Assurance Officer is responsible for assessing the quality, accuracy and compliance of sales, customer service and retention calls for the Malaysia Consumer business. The role protects customer trust and prevents risk by identifying issues before they escape. This role does not passively score calls. It operates with full accountability and drives improvement through clear, actionable feedback to ensure every customer interaction reflects CBSM standards in clarity, confidence and compliance.

Key Responsibilities

1.Call Quality Assessment and Control Execution

• 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.

2.Compliance and Risk Assurance

• Identify any sign of mis-selling, misinformation or non-compliance and immediately elevate according to Chubb Malaysia & CBSM protocols.
• Ensure all calls follow regulatory requirements for customer data protection, fair treatment and policy representation.
• Prevent potential reputational or regulatory risk before escalation is required.

3.Actionable Performance Feedback

• Provide clear and constructive feedback to Customer Service and Retention teams that drives immediate behavioural correction.
• Track recurring issues to confirm corrective action has been enforced.
• Partner with Team Leads to ensure operational risks are not repeated.

4.Performance and Productivity Discipline

• Complete quality evaluations according to monthly sampling targets and timelines agreed with leadership.
• Maintain accurate calibration and scoring consistency across sales, customer service and retention call types.
• Deliver timely QA insights that support Contact Rate, Save Rate, First Call Resolution and Customer Confidence improvements.

Qualifications and Experience

• 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).

Core Skills and Competencies

• Strong attention to detail with high accuracy standards.
• Confident in identifying compliance risk or behavioural gaps.
• Able to provide clear, actionable feedback to drive performance improvement.
• Operates with urgency, accountability and integrity.
• Aligned to CBSM culture of proactive control, not passive monitoring.