Quality Assurance Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Allianz Malaysia Full time
30663 | Customer Services & Claims | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent

Job Summary

Key Responsibilities

  • Provides actionable data and feedback to Customer Service Associates/Team Leads and managers.
  • Accompany evaluations with meaningful and constructive feedback identify potential corrective or prevention actions to improve quality performance.
  • Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team.
  • Assure ongoing compliance with quality requirements.
  • Conduct coaching and calibration sessions to maintain consistency in internal evaluations.
  • Perform coaching to Customer Service Associates from evaluations to improve the quality.
  • Produce statistical reports and insights on quality performance as well manages, checks, and maintains proper reporting of all QA documents, reports, records, and any other related documents.
  • Driver continuous improvements to improve quality and proactively research and understand customer expectations and needs to drive their satisfaction.
  • Identify training needs, develop individualized and group training plans to address varying needs and organize training interventions to meet quality standards.
  • Ensure quality framework and LOPs are in place and reviewed periodically.
  • Undertake other duties related to department's functions, as requested by the Head of Unit and management from time to time.

Key Requirements

  • Proven experience as a customeroriented quality specialist
  • Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.
  • Highly customercentric and driven to achieve bestinclass customer experience.
  • Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
  • A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work
  • Able to manage multiple tasks simultaneously while consistently delivering highquality results
  • Bachelor's Degree in Business Administration or any other relevant discipline.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer.

We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.


Note:
Diversity of minds is an integral part of Allianz' company culture.

One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies.

Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.


Job Level:

Professional

Location:

  • KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY, 50470
    Available until:

Area of Expertise:

Customer Services & Claims

Unit:

Allianz Malaysia

Employing Entity:

Allianz General Insurance Company (Malay

Job Type:

Full-Time

Remote Job:

Hybrid working

Employment Type:

Permanent

ID:

30663

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