Quality Assurance Analyst

QBE Insurance; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

QBE Insurance in the Philippines is seeking a full-time professional to support quality standards, provide training, and conduct quality reviews across business units to identify improvement opportunities and drive process automation initiatives.

Key responsibilities include QA audits, data-driven reporting, RCA, and ensuring regulatory compliance while delivering high-quality customer service and maintaining QA knowledge for training outcomes.

Qualifications

• Necessary: Tertiary degree or equivalent combination of education and work experience.
• Preferred: Relevant tertiary qualifications.

Responsibilities

• Perform quality assurance (QA) audits within the area of responsibility to align performance with corporate guidelines and regulatory requirements.
• Inform management by compiling data, reviewing metrics, and analysing the root cause of process errors to recommend opportunities for continuous improvement.
• Build and maintain effective working relationships with management and staff to understand their needs during the assignment process.
• Evaluate compliance with Acts, policies, and procedures to ensure adherence to regulatory guidelines.
• Provide high-quality customer service and ensure delivery meets expectations.
• Lead root cause analysis (RCA) and calibration sessions with stakeholders to address issues effectively.
• Adhere to company templates and policies, building new tools following company guidelines.
• Participate in process and performance review meetings to contribute to ongoing improvement.
• Assist in reviewing the reliability and integrity of financial, operating, and management information.
• Maintain product, system, and process knowledge to support quality assurance and training outcomes.

Skills

Analytical Thinking

Communication

Critical Thinking

Customer Value Management

Data Visualization

Detail-Oriented

Intentional collaboration

Managing performance

Problem Solving

Process Automations

Process Improvements

Quality Assurance (QA)

Quality Management

Risk Management

Working Independently

Education

Tertiary Degree or equivalent

Job description

Primary Details

Time Type: Full time

Worker Type: Employee

The purpose of this role is to support quality standards, providing training, and conducting quality reviews in specific business units to identify areas for improvement and drive process automation initiatives.

Responsibilities

• Perform quality assurance (QA) audits within the area of responsibility to align performance with corporate guidelines and regulatory requirements.
• Inform management by compiling data, reviewing metrics, and analysing the root cause of process errors to recommend opportunities for continuous improvement.
• Build and maintain effective working relationships with management and staff to understand their needs during the assignment process.
• Evaluate compliance with Acts, policies, and procedures to ensure adherence to regulatory guidelines.
• Provide high-quality customer service and ensure delivery meets expectations.
• Lead root cause analysis (RCA) and calibration sessions with stakeholders to address issues effectively.
• Adhere to company templates and policies, building new tools following company guidelines.
• Participate in process and performance review meetings to contribute to ongoing improvement.
• Assist in reviewing the reliability and integrity of financial, operating, and management information.
• Maintain product, system, and process knowledge to support quality assurance and training outcomes.

Work Experience

Necessary Work Experience

• Some relevant work experience.

Preferred Work Experience

• Experience with quality assurance initiatives, process improvement, and data analysis in the mortgage servicing/insurance industry.
• Experience in a training function.
• Moderate experience in relevant Insurance Products for the Business Unit/Distribution.
• Moderate experience in a contact centre environment.

Qualifications

Necessary Qualifications

• Tertiary Degree or equivalent combination of education and work experience.

Preferred Qualifications

• Relevant tertiary qualifications.

Global Disclaimer

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

US Only Disclaimer

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

US Only - Travel Frequency

Occasional (approximately 5-10 trips annually)

US Only - Physical Demands

General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills

Analytical Thinking, Communication, Critical Thinking, Customer Value Management, Data Visualization, Detail-Oriented, Intentional collaboration, Managing performance, Problem Solving, Process Automations, Process Improvements, Quality Assurance (QA), Quality Management, Risk Management, Working Independently

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.