QA & Training Leader — Insurance Claims & Travel Support

TRAVEL GUARD ASSIST MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working opportunities

16 days annual leave

Personal and family health insurance

Life insurance

Employee rewards and recognition

Job summary

Zurich Cover-More’s Travel Guard team is seeking a Quality Assurance professional to drive service excellence. You will blend QA monitoring, coaching and training with continuous improvement to enhance compliance and customer outcomes.

The role suits someone with claims or complex case-handling experience who can operate in a dynamic, cross-functional environment and influence process changes across global teams.

Qualifications

• Strong quality assurance capability with coaching and training
• Ability to identify trends from QA results and translate into actions
• Experience in insurance claims, emergency assistance or contact centre environments

Responsibilities

• Conduct quality reviews across Assistance, Claims and Medical operations to ensure accuracy, compliance and service excellence.
• Identify quality trends, performance gaps and root causes; provide practical recommendations and corrective actions.
• Develop and maintain QA frameworks, evaluation criteria, scorecards and quality standards.
• Partner with Operations, Training and Complaints to identify improvement opportunities and embed best practices.
• Facilitate calibration sessions to ensure consistent QA standards across teams.
• Deliver targeted refresher training and structured coaching informed by QA findings and trends.
• Prepare and deliver quality reporting to highlight trends, risks and improvement opportunities.

Skills

Quality assurance

Coaching

Training

Data analysis

Communication

Education

QA certification (Lean Six Sigma)

Tools

SharePoint

Job description

Zurich Cover-More’s Travel Guard team is seeking a Quality Assurance professional to drive service excellence. You will blend QA monitoring, coaching and training with continuous improvement to enhance compliance and customer outcomes.

The role suits someone with claims or complex case-handling experience who can operate in a dynamic, cross-functional environment and influence process changes across global teams.