Quality Assurance, Inbound & Governance, Specialist

3-5 Years

Posted 20 hours ago
Be among the first 10 applicants

Job Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you Then read on.

About The Role

To monitor and review the reporting team members to comply with Quality Assurance (QA) Standard Operating Procedure of Tele Assist Project for in-house and/or outsource campaigns.
To objectively manage & handle all inquiry and complaints received for Tele Assist campaign

Roles And Responsibilities

Operational Control & Service Delivery
Ensure effective governance of QA, complaint handling, and OCC inbound operations in line with SOPs and service standards.
Ensure all customer enquiries and complaints are resolved within agreed turnaround time (TAT).
Resource & Capability Management
Oversee manpower planning, recruitment, onboarding, and deployment to support operational requirements.
Ensure adequate training and competency development for QA and operational teams.
KPI, Quality & Regulatory Compliance
Monitor and drive achievement of service level agreements (SLAs), quality metrics, and internal KPIs.
Ensure call evaluations, complaint handling, and processes meet business, QA, and regulatory requirements.
Customer Experience & TSR Quality Uplift
Uphold TSR competency standards through QA pass rates, structured feedback, and targeted coaching.
Identify quality gaps and implement continuous improvement actions to enhance customer outcomes.
Stakeholder, Partner & Regulatory Engagement
Act as primary liaison with internal stakeholders, business partners, and regulators (including BNM) on QA and complaint matters.
Manage QA appeal cases and complaint disputes objectively, ensuring fair and consistent outcomes.
Performance Reporting & Strategic Execution
Provide timely, accurate reporting on QA performance, complaint trends, and service risks.
Execute HOD directives and enterprise initiatives in alignment with governance and risk management expectations.
Serve as subject matter expert and escalation point for QA and complaint‑related matters.

Minimum Job Requirements

Education – Degree holder in any discipline and/or non degree holders with strong related working experience.
Experience – Over 3 years relevant experience in supporting sales programs, operation and processes.
Special skills –
Sound business acumen, strong strategic thinking, and innovative mindset
Thorough productivity and quality management knowledge with strong ability and discipline to multi-task and to plan and execute multiple complex campaigns / initiatives concurrently.
Good grasp and appreciation of systems and applications including digital tools
Excellent negotiation, analytical and problem- solving skills.
Customer focused and bottom-line performance driven personality.
Good team building and interpersonal skills and able to communicate effectively with people at all levels.
Excellent languages ability, presentation and proposal writing skills.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

More Info

Job Type:

Permanent Job

Industry:

Insurance

Employment Type:

Full time

About Company

aia malaysia

Job ID: 151755245

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3-5 yrs

Malaysia, Kuala Lumpur

Skills:

data dashboards, Performance Reporting, AdTech platforms, performance optimization, Roi Analysis, Retail Media Networks, eCommerce campaign management