Impact-Driven Quality Audit & Compliance Analyst

CIGNA Worldwide General Insurance Company Limited; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

CIGNA Worldwide General Insurance Company Limited is seeking a Quality Audit Analyst to safeguard service delivery quality across operations. You will conduct audits, review case accuracy, identify gaps, and ensure compliance with internal procedures and regulatory guidelines.

You will provide actionable feedback, support continuous improvement, and collaborate with team leaders to maintain high standards. This role bridges frontline teams, supervisors, and quality leaders, bringing

Qualifications

• 3–5 years of experience in operations or quality roles.
• Strong knowledge of operational processes across claims, eligibility, admin or service.
• Excellent analytical and data interpretation skills.
• Clear written and verbal feedback abilities.

Responsibilities

• Conduct routine and targeted audits across operational workstreams (e.g., Claims, Eligibility, Admin, Customer Service, Client Support).
• Assess accuracy, completeness, compliance, and alignment to SOPs and regulatory requirements.
• Review system entries, documentation, case handling, and communication quality.
• Ensure audit scoring is objective, consistent, and aligned with the quality framework.
• Provide clear, constructive audit feedback to team members and supervisors.
• Highlight high‑risk errors and recurring themes that require escalation.
• Support team leaders in delivering quality coaching sessions.
• Maintain accurate audit logs and records for reporting & governance.
• Identify potential compliance gaps, regulatory breaches, or quality risks.
• Escalate critical findings promptly to supervisors and Quality leads.
• Support adherence to audit requirements for internal control, risk management, and governance processes.
• Recommend improvements to processes, documentation, and training materials.
• Assist in revising SOPs or workflows when audit trends indicate the need for change.
• Identify opportunities for automation to improve process quality.
• Participate in mini‑projects or working groups aimed at service improvement.
• Define appropriate outcome-based metrics for aligned process
• Compile quality metrics, error trends, and monthly/quarterly dashboards.
• Support root‑cause analysis to identify systemic issues.
• Contribute to MOR input, audit summaries, and performance packs where required.
• Work closely with supervisors, trainers, SMEs, transitions and QA colleagues to maintain consistent quality standards.
• Support readiness for new releases, process changes, training classes or quality framework updates.
• Participate in calibration sessions to ensure fairness and consistency of audit scoring.

Skills

Quality auditing

Analytical thinking

Attention to detail

Communication

Collaboration

Time management

Process discipline

Continuous improvement

Objectivity

Customer focus

Tools

Workflow systems

QA tools

CRM platforms

Excel

Job description

CIGNA Worldwide General Insurance Company Limited is seeking a Quality Audit Analyst to safeguard service delivery quality across operations. You will conduct audits, review case accuracy, identify gaps, and ensure compliance with internal procedures and regulatory guidelines.

You will provide actionable feedback, support continuous improvement, and collaborate with team leaders to maintain high standards. This role bridges frontline teams, supervisors, and quality leaders, bringing