Quality Assurance Specialist: Elevate Customer Experience

Allianz Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Allianz Malaysia is seeking a Quality Assurance Specialist to monitor customer service quality (Inbound/Email) and drive improvements in processes and behaviours. You will provide feedback to Customer Service Associates, Team Leads and managers to uphold high QA standards.

Responsibilities include conducting root cause analyses, coaching, calibration sessions, and compiling QA reports. The role emphasizes training needs identification and ongoing process optimization.

Qualifications

• Minimum 2 years' experience in Quality Assurance or similar role.
• Excellent verbal and written communication.
• High attention to detail with strong problem-solving skills.
• Proficient computer skills.
• Able to conduct training and development.
• Familiar with AI tools like ChatGPT or Copilot is an added advantage.

Responsibilities

• Perform QA checks on customer service calls and emails to meet QA guidelines.
• Provide actionable data and feedback to CS Associates, Team Leads and managers.
• Accompany evaluations with constructive feedback to drive improvements.
• Analyze quality issues, perform root cause analysis, and develop improvement plans.
• Maintain QA documentation and ensure framework and SOPs are up to date.
• Conduct coaching and calibration to ensure consistency in evaluations.
• Drive continuous improvements to meet customer expectations.
• Identify training needs and organize targeted interventions.
• Undertake additional duties as assigned by management.

Skills

Quality Assurance

Communication skills

Detail oriented

Problem solving

Computer skills

Training & development

AI tools (ChatGPT/Copilot)

Tools

ChatGPT

Copilot

Job description

Allianz Malaysia is seeking a Quality Assurance Specialist to monitor customer service quality (Inbound/Email) and drive improvements in processes and behaviours. You will provide feedback to Customer Service Associates, Team Leads and managers to uphold high QA standards.

Responsibilities include conducting root cause analyses, coaching, calibration sessions, and compiling QA reports. The role emphasizes training needs identification and ongoing process optimization.