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Quality Assurance Analyst

Quality Assurance Analyst

Liberty Specialty MarketsKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Company Overview

At Liberty, we take a long-term view, building genuine relationships internally with colleagues and externally with our clients and brokers. Our people have the opportunity to make a real impact; grow their careers, recognize their potential, celebrate their uniqueness, and provide them with the knowledge and environment to succeed.

Benefits

  • Wellness and Inclusion – Health webinars, cultural induction days, EAP guidance, employee-led community groups, office massages, generous parental leave, fresh fruits.
  • Career Development – Comprehensive induction, promotions from within, extensive technical and non-technical training, regional and global travel, secondment opportunities, management and leadership development programs, change management training.
  • Community and Environment – Charity involvement, company-organized volunteering, and paid community service days.

Responsibilities

  • Conduct monthly quality reviews / audits according to stipulated timeframe / SLA while complying with GRS QA Team Framework & guidelines.
  • Conduct weekly and monthly audits.
  • Provide oversight to the BPOs R1 by completing 5% R2s on all BPO processes.
  • Identify variance among reviewers' scores through quality audit and execute the agreed action plan to improve consistency.
  • Support creation and maintenance of QA calibration guide for existing and new transition processes.
  • Resolve rebuttal disputes according to the agreed action plan.
  • Log errors tracked and follow up on corrections by the processor.
  • Participate in creating QA framework and questionnaire for existing and new transition processes.
  • Execute data assessment to identify improvement trends.
  • Provide feedback on trends identified from data analysis to business stakeholders in Continuous Improvement sessions.
  • Update QA SOP to align with changes during training sessions from business stakeholders.
  • Act as mentor and dedicated trainer for new starters in different processes.
  • Undertake any ad hoc tasks and responsibilities as required.
  • Maintain effective relationships with all internal and external stakeholders.
  • Demonstrate behavior in line with Liberty core values and Processing Services Team culture attributes.
  • Ensure compliance with all legal, statutory and corporate affairs requirements on a timely basis.
  • Take responsibility and show initiative in developing your technical and soft skills.
  • Continuously seek improvement of the product and of yourself through continuous improvement of practices and processes.
  • Perform other related duties as assigned by your manager or appropriate officer.
  • Qualifications

  • High level of attention to detail.
  • High analytical and problem‑solving skills.
  • Strong investigative, inquisitive and research skills.
  • Strong verbal and written communication skills.
  • Strong collaboration and presentation skills.
  • Strong time management and prioritization skills.
  • Demonstrated ability to drive for results.
  • High ability to show initiative and be proactive.
  • Ability to build partnerships and work collaboratively with others to meet shared objectives.
  • Previous relevant experience in quality assurance.
  • Participation in creating framework, workflow and guideline in the past is desirable.
  • Experience in conducting internal quality check / work review is desirable, but not essential.
  • Strong working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint, and database systems for managing contacts, schedules and calendars is required.
  • What Next

    If you believe you can make a positive contribution to our team and want to be part of Liberty’s exciting future, we would love to hear from you. Please click APPLY NOW and attach your resume.

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