Quality Assurance - Individual Policy Administration (Cantonese Speaking)

Cognizant; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global technology services firm in Kuala Lumpur is seeking a Senior Advisor responsible for overseeing policy administration tasks. The ideal candidate will have 3–5 years of experience in medical/insurance policy management and must be proficient in Cantonese, Mandarin, and English. This role involves guiding junior team members and ensuring compliance with operational processes to maintain quality standards.

Qualifications

• 3-5 years of relevant experience in policy administration and premium collection in medical/insurance.
• Independently manage complex cases while ensuring compliance with internal guidelines.
• Proficient in assessing and resolving policy issues efficiently.

Responsibilities

• Oversee policy administration tasks ensuring timely processing of customer records.
• Support junior team members through guidance and quality assurance.
• Monitor operational processes to meet service level agreements.

Skills

Problem-solving

Time management

Risk control awareness

Ability to work under pressure

Bilingual in Cantonese, Mandarin and English

Job description

Summary of the Role

The senior advisor is responsible for overseeing complex individual policy administration tasks, ensuring accurate and timely processing of customer records and policy issues. This role provides guidance to junior team members, supports quality assurance, and collaborates with leadership to monitor work volumes and address irregularities. Advanced knowledge of insurance operations and strong problem‑solving skills are essential to maintain compliance and resolve escalated issues effectively.

Duties

• Manage the day‑to‑day policy administration activities for complex cases (i.e., VIP, disputed cases) independently, ensuring compliance with internal guidelines and quality standards.
• Monitor and ensure timely completion of operational processes, including policy issuance, subscription updates, and data verification, in alignment with service level agreements.
• Provide guidance and support to junior team members, including quality assurance checks, training, and decision reviews to uphold procedural integrity.
• Investigate and resolve processing errors or discrepancies, collaborating with cross‑functional teams (e.g., HK team) to address high‑risk or suspicious cases.
• Maintain accurate documentation and reporting, including incident logs, audit results, and meeting records to support transparency and compliance.

Desired Professional Experience

• 3‑5 years of relevant experience in policy administration, premium collection in medical/insurance areas.
• Good awareness of risk control and ability to work independently.
• Ability to work under pressure.
• Good time management and accountability.
• Proficient in Cantonese, Mandarin and English (read, write and speak).

About Cognizant

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast‑changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.