Quality Assurance Analyst

Liberty Specialty Markets; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading insurance firm is seeking a detail-oriented Quality Assurance Specialist in Kuala Lumpur. The role involves conducting quality reviews, providing oversight, and improving processes. Ideal candidates will possess strong analytical skills and excellent communication abilities. Join our team to make a positive contribution and advance your career.

Benefits

Wellness programs

Career development opportunities

Community involvement initiatives

Qualifications

• High level of attention to detail.
• High analytical and problem‑solving skills.
• Strong verbal and written communication skills.
• Demonstrated ability to drive for results.

Responsibilities

• Conduct monthly quality reviews/audits according to stipulated timeframe.
• Provide oversight to the BPOs R1 by completing 5% R2s on all BPO processes.
• Participate in creating QA framework and questionnaire.
• Update QA SOP to align with changes.

Skills

Attention to detail

Analytical skills

Problem-solving skills

Verbal communication

Written communication

Collaboration skills

Presentation skills

Time management

Initiative

Proactive mindset

Experience in quality assurance

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Company Overview

At Liberty, we take a long-term view, building genuine relationships internally with colleagues and externally with our clients and brokers. Our people have the opportunity to make a real impact; grow their careers, recognize their potential, celebrate their uniqueness, and provide them with the knowledge and environment to succeed.

Benefits

• Wellness and Inclusion – Health webinars, cultural induction days, EAP guidance, employee-led community groups, office massages, generous parental leave, fresh fruits.
• Career Development – Comprehensive induction, promotions from within, extensive technical and non-technical training, regional and global travel, secondment opportunities, management and leadership development programs, change management training.
• Community and Environment – Charity involvement, company-organized volunteering, and paid community service days.

Responsibilities

• Conduct monthly quality reviews/audits according to stipulated timeframe/SLA while complying with GRS QA Team Framework & guidelines.
• Conduct weekly and monthly audits.
• Provide oversight to the BPOs R1 by completing 5% R2s on all BPO processes.
• Identify variance among reviewers' scores through quality audit and execute the agreed action plan to improve consistency.
• Support creation and maintenance of QA calibration guide for existing and new transition processes.
• Resolve rebuttal disputes according to the agreed action plan.
• Log errors tracked and follow up on corrections by the processor.
• Participate in creating QA framework and questionnaire for existing and new transition processes.
• Execute data assessment to identify improvement trends.
• Provide feedback on trends identified from data analysis to business stakeholders in Continuous Improvement sessions.
• Update QA SOP to align with changes during training sessions from business stakeholders.
• Act as mentor and dedicated trainer for new starters in different processes.
• Undertake any ad hoc tasks and responsibilities as required.
• Maintain effective relationships with all internal and external stakeholders.
• Demonstrate behavior in line with Liberty core values and Processing Services Team culture attributes.
• Ensure compliance with all legal, statutory and corporate affairs requirements on a timely basis.
• Take responsibility and show initiative in developing your technical and soft skills.
• Continuously seek improvement of the product and of yourself through continuous improvement of practices and processes.
• Perform other related duties as assigned by your manager or appropriate officer.

Qualifications

• High level of attention to detail.
• High analytical and problem‑solving skills.
• Strong investigative, inquisitive and research skills.
• Strong verbal and written communication skills.
• Strong collaboration and presentation skills.
• Strong time management and prioritization skills.
• Demonstrated ability to drive for results.
• High ability to show initiative and be proactive.
• Ability to build partnerships and work collaboratively with others to meet shared objectives.
• Previous relevant experience in quality assurance.
• Participation in creating framework, workflow and guideline in the past is desirable.
• Experience in conducting internal quality check / work review is desirable, but not essential.
• Strong working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint, and database systems for managing contacts, schedules and calendars is required.

What Next

If you believe you can make a positive contribution to our team and want to be part of Liberty’s exciting future, we would love to hear from you. Please click APPLY NOW and attach your resume.