Quality Assurance Analyst

We are looking for a Quality Assurance Analyst to join our team to support initiatives for the business to meet established quality standards through regular quality review of processes. The role analyses trends for improvement opportunities and service efficiencies.

Do you have experience in Quality Assurance, or have you previously worked in a Processing Services Team, and would love the opportunity to work in a dynamic environment to help drive business improvement?

Do you like the sound of joining a company with a proven track record of promoting from within, and who puts a real focus on development & growth opportunities through structured training & induction sessions, professional skills training, project/travel opportunities?

If so, read on to find out more

Our Company

At Liberty, we take a long-term view, and part of that is building genuine relationships, both 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.

Liberty's leadership team and management have the stability, experience, and foresight to guide us through the ups and downs of the financial cycle while empowering our teams to focus on market relevance and delivering quality customer service. Other benefits include:

• Wellness and Inclusion – We offer a range of tools to support employee well-being and diversity, inclusion, and equity. This includes health webinars, cultural induction days led by senior leadership teams, EAP guidance, employee-led community groups, office massages, generous parental leave, fresh fruits, and more.
• Career Development – We offer a comprehensive induction program, promotions from within, extensive technical and non-technical training, regional and global travel and secondment opportunities, management and leadership development programs, change management training, and more.
• Community and Environment – our charities align themselves with the Liberty philosophy of helping people live safer and more secure lives, and all Liberty employees are actively encouraged to get involved in giving back to the community. Whether that means participating in company-organized volunteering opportunities, attending fund-raising events, or using your extra paid day per year of service leave dedicated to community service.

Some of the key responsibilities include:

• Conducts monthly quality reviews/audits according on stipulated timeframe/SLA while complying to 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 score through quality audit conducted in the team and execute the action plan agreed to improve the consistency of reviewer score.
• Provide support in creating and maintenance of QA calibration guide for all existing process and new transition process.
• Resolve dispute in rebuttal according to action plan agreed by the team in time.
• Log error tracked and follow up on the correction by the processor.
• Participate in the creation of QA framework and questionnaire for existing and new transition process.
• Executes data assessment to identify trend for improvement.
• Provide feedback on the trends identified from data analysis and improvement opportunity to business stakeholders in Continuous Improvement session.
• Participate in any training session from business stakeholder and update QA SOP to align with the change.
• Responsible in new starter training as mentor and dedicated trainer for different processes.
• Undertake any ad hoc tasks and responsibilities as and when required.
• Maintaining a highly effective and responsive working relationship with all internal and external

stakeholders.
- Demonstrating behavior at all times in line with the Liberty core values and Liberty Processing Services Team culture attributes.
- Ensuring compliance with all legal, statutory and corporate affairs requirements on a timely basis.
- Taking responsibility and showing initiative in the development of your technical and soft skills.
- Continuing to seek improvement of the product and of self by the continuous improvement of practices and processes.
- Performing other related duties as assigned by your manager or other appropriate officer.

About you

• High level of attention to detail.
• High analytical and problem-solving skills.
• High investigative, inquisitional and research skills.
• Strong verbal and written communications skills.
• Strong collaboration and presentation skills.
• Strong time management and prioritisation skills.
• Demonstrate ability to drive for results.
• High ability to show initiative and be proactive.
• Ability to build partnerships and working 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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We care about your privacy and the protection of your information. Our Privacy Policy is available at By submitting an application for this role, you confirm that you have read, understood and consent to our Privacy Policy and further, that we may store any information you provide in the cloud and/or a third-party platform used by the Liberty Mutual Group. You also agree that we may transfer your information to another country, including a country with different privacy laws to that of your own. You further agree that we may store your information for a period of up to 5 years and that we may contact you about relevant employment opportunities with the Liberty Mutual Group.