Customer Service Quality Assurance & Compliance Associate

Great Eastern; Singapore; On-site; SGD 50,000 - 75,000; Full time

Job summary

Great Eastern is seeking an Associate, Quality Assurance & Control (Customer Service) to execute QA, compliance monitoring, and control reviews across Policy Processing, Contact Centre, and Customer Advocate functions.

The role conducts outbound verification, identifies risks, and supports remediation to strengthen governance and customer outcomes in Singapore operations. Requires 1–3 years in insurance operations or QA, with English and Mandarin proficiency and strong MS Office skills.

Qualifications

• Tertiary education in related discipline; insurance certification preferred (M5/M9).
• 1–3 years of experience in customer service, insurance operations, QA, compliance or audit, ideally in a contact centre.
• Strong customer focus and communication skills.
• Proficiency in English and Mandarin (spoken and written) to review interactions and engage Mandarin-speaking customers.
• Proficient in MS Office applications (Excel, Word, PowerPoint).

Responsibilities

• Execute QA, quality control and compliance review programmes across Customer Service operations.
• Conduct outbound verification and compliance reviews to validate customer understanding and identify risks.
• Perform risk-based reviews, testing and control assessments to evaluate operational controls.
• Review, investigate and report quality, compliance and operational exceptions and support remediation.
• Identify recurring issues and support root-cause analysis and remediation actions.
• Maintain audit-ready review documentation and evidence for reporting and governance.
• Support the ongoing enhancement of QA&C programmes and quality standards.

Skills

Customer focus

Interpersonal skills

Communication

English & Mandarin

Analytical thinking

Problem solving

Independence & multitasking

Team player

Education

Tertiary education in related discipline

Insurance certification (M5/M9) preferred

Tools

MS Office

Job description

Great Eastern is seeking an Associate, Quality Assurance & Control (Customer Service) to execute QA, compliance monitoring, and control reviews across Policy Processing, Contact Centre, and Customer Advocate functions.

The role conducts outbound verification, identifies risks, and supports remediation to strengthen governance and customer outcomes in Singapore operations. Requires 1–3 years in insurance operations or QA, with English and Mandarin proficiency and strong MS Office skills.