Quality Assurance & Training Specialist

Zurich Cover-More; Kuala Lumpur; On-site; MYR 60,000 - 90,000; 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 is seeking a QA Specialist to enhance service quality across Operations, combining QA reviews, coaching and targeted training to improve compliance and customer outcomes.

You will partner with Operations, Training and Complaints to identify opportunities, calibrate quality standards, and deliver data-driven insights for continuous improvement. Strong English and QA experience are essential.

Qualifications

• Experience in quality assurance with training facilitation or coaching.
• Knowledge of QA methodologies: call monitoring, audits, calibration, root-cause analysis.
• Ability to analyse QA results and translate into coaching plans.
• High proficiency in English, written and spoken.

Responsibilities

• Conduct QA reviews across Assistance, Claims and Medical operations to ensure accuracy and compliance.
• Identify trends, gaps and root causes; provide practical recommendations.
• Develop QA frameworks, criteria, scorecards and standards.
• Partner with Operations, Training and Complaints to embed best practices.
• Deliver coaching and refresher training based on QA findings and trends.
• Prepare quality reporting and insights highlighting risks and opportunities.

Skills

Quality assurance

Coaching

Communication

English proficiency

Education

QA certifications

Tools

SharePoint

QA tools

Job description

Job Category: Call Centre and Customer Service,Insurance & Superannuation,Quality Assurance & Safety

Job Description

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.Travel Guard became part of Zurich Cover-More in December 2024.

What you’ll be doing:

You will help shape service quality across Operations by combining quality monitoring, coaching, training and continuous improvement initiatives to enhance compliance, capability and customer outcomes.

• Conduct quality reviews across Assistance, Claims and Medical operations to ensure accuracy, compliance and service excellence.
• Identify quality trends, performance gaps and root causes, providing practical recommendations and corrective actions.
• Develop and maintain QA frameworks, evaluation criteria, scorecards and quality standards aligned to operational requirements.
• Partner with Operations, Training and Complaints teams to identify improvement opportunities and embed best practices across workflows.
• Facilitate calibration sessions to ensure consistency and alignment of quality standards across teams and stakeholders.
• Act as a subject matter expert for quality guidelines, supporting operational teams and leaders with quality-related advice and guidance.
• Deliver targeted refresher training, skill clinics and structured coaching informed by QA findings and performance trends.
• Measure and evaluate the effectiveness of coaching and training interventions, using data and behavioural indicators to drive sustained improvement.
• Prepare and deliver quality reporting and insights to highlight trends, compliance levels, risks and improvement opportunities.
• Ensure quality assurance activities comply with company policies, client requirements and regulatory obligations while supporting audit readiness.

What skills and experience you’ll bring on this journey:

You will have strong quality assurance, coaching and communication capability, along with the analytical skills and judgement needed to drive meaningful operational improvement.

• Demonstrated experience in quality assurance combined with training facilitation, coaching or capability development within emergency assistance, insurance claims, customer service or contact centre environments.
• Hands-on exposure to BPO, shared services, call centre or outsourced operating environments, ideally within insurance-related services.
• Strong knowledge of QA methodologies, including call monitoring, case or claims audits, calibration, root cause analysis and performance coaching.
• Proven ability to analyse QA results, complaint trends and customer feedback, translating insights into targeted coaching plans and practical service improvements.
• High proficiency in English (written and spoken), with the ability to evaluate tone, nuance and intent in customer interactions and deliver clear, constructive feedback.
• Strong interpersonal judgement and emotional awareness, with the ability to influence positive behavioural change through effective coaching and communication.
• Experience supporting cross-functional projects, reporting activities and stakeholder collaboration across teams and regions.
• Familiarity with knowledge management platforms such as SharePoint and maintaining accurate, accessible quality documentation.
• Strong adaptability, problem-solving skills and the ability to manage changing priorities in a dynamic operational environment.
• Completion of, or willingness to undertake, QA or regulatory certifications; qualifications in Adult Learning, Train-the-Trainer, Quality Assurance or Lean Six Sigma are advantageous.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travellers, at every step of their journey.

Career growth

This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe. We’re committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Diversity and inclusion

We respect who you are and thoroughly embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

We also offer some fantastic benefits including:

• Flexible working opportunities
• 16 days annual leave
• Personal and family health insurance coverage
• Life insurance
• Employee rewards and recognition schemes