Quality Assurance Analyst

QBE Group Shared Services Centre; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

QBE Group Shared Services Centre is seeking a Quality Assurance professional to conduct QA audits across business units, drive root-cause analysis, and support process improvements. The role emphasizes data-driven decision making and collaboration with management.

Ideal candidates have a tertiary degree and experience in QA, data analysis, and process automation within a mortgage servicing or insurance context. Compliance awareness and customer-focused service are essential.

Qualifications

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

Responsibilities

• Perform QA audits to align performance with guidelines and regulatory requirements.
• Compile data, review metrics, and analyse root causes to suggest improvements.
• Build relationships with management to understand needs during assignments.
• Evaluate compliance with acts, policies, and procedures.
• Provide high-quality customer service and ensure delivery meets expectations.
• Lead root cause analysis and calibration sessions with stakeholders.

Skills

Analytical Thinking

Communication

Critical Thinking

Data Visualization

Detail-Oriented

Problem Solving

Process Automations

Process Improvements

Quality Assurance (QA)

Risk Management

Working Independently

Education

Bachelor's degree

Tools

Excel

Data Visualization Tools

Job description

Job Description

Primary Details

Time Type: Full timeWorker Type: EmployeePerform quality reviews in the business unit being supported (e.g. Finance/Human Resources/IT), including risk assessment, QA check and independent root cause analysis. Assist with process improvement initiatives; drive individual projects in either process end-to-end review or process automation,

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 includes:

• Some relevant work experience.

Preferred Work Experience includes:

• 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 include:

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

Preferred Qualifications include:

• 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

Infrequent (approximately 1-4 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.