Quality Assurance Analyst

Reporting to the Head – Customer Excellence. Ensure the delivery of superior customer experience by monitoring, evaluating, and enhancing service quality across customer touchpoints, processes, and interactions. The role holder will also aim to drive continuous improvement in customer satisfaction and operational efficiency by leveraging data-driven insights and best practices.

Key Competencies

▪ Strong understanding of life insurance products, services, and processes.

▪ Proficiency in customer experience mapping, design thinking, and quality assurance methodologies.

▪ Exceptional communication, interpersonal, and negotiation skills.

▪ Ability to collaborate effectively in cross-functional teams and influence outcomes.

▪ Analytical mindset with attention to detail and strong problem-solving abilities.

▪ Agile and adaptive mindset with the ability to work under pressure and meet strict deadlines.

Academic Background & Relevant Qualifications

▪ Bachelor’s degree in Insurance, Finance, Business or any other related course.

▪ Diploma in Insurance.

▪ Certifications in QA methodologies, customer experience, or design thinking are an added advantage.

▪ Minimum of 5 years in call center and service center operations, with a focus on quality assurance and customer experience.

▪ Proven track record in analysing customer feedback and implementing impactful process improvements.

▪ Experience in driving customer excellence initiatives in the insurance industry is preferred.