Quality Audit & Process Improvement Specialist

The Cigna Group; Kuala Lumpur; On-site; MYR 60,000 - 84,000; Full time

Job summary

The The Cigna Group in Kuala Lumpur is seeking a Band 2 Quality Review and Audit Analyst to perform audits across International Health Books of Business and various segments. You will proactively flag errors, gaps, and risks to leadership with emphasis on affordability and customer experience.

Responsibilities include root cause analysis, process improvement, coaching, and cross-functional collaboration to support quality objectives.

Qualifications

• 1-year minimum experience in IH Book of Business and Segment.
• Experience in audit, training, or coaching would be beneficial.

Responsibilities

• Perform audits based on International Health Books of Business (APAC, GHB Europe, GIH, IOH) and segments (Call, Written, Claims, Complaints) to determine accuracy, consistency, and compliance with procedures.
• Flag errors, gaps in processes, and risks to leadership with focus on affordability and customer experience.
• Participate in focus audits, projects, and third-party audits as needed.
• Perform root cause analysis on audit findings and communicate in monthly Operations meetings.
• Identify improvements to audit and operational processes and procedures.
• Identify communication pain points and friction areas.
• Assist in development of audits and audit processes and procedures.
• Support auditors with language knowledge where applicable.
• Provide coaching to Operational staff on error mitigation.
• Support a culture of continuous improvement, innovation, and quality.
• Assist Quality Manager with new projects, tasks or initiatives.

Skills

Attention to detail

Analytical thinking

Effective communication

English proficiency

Coaching

Team collaboration

Auditing

Problem solving

Job description

The The Cigna Group in Kuala Lumpur is seeking a Band 2 Quality Review and Audit Analyst to perform audits across International Health Books of Business and various segments. You will proactively flag errors, gaps, and risks to leadership with emphasis on affordability and customer experience.

Responsibilities include root cause analysis, process improvement, coaching, and cross-functional collaboration to support quality objectives.