Quality Assurance & Operations Excellence Specialist (KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY)

Allianz
Kuala Lumpur
Workplace: HybridFull timeFunction: QA, Test & Release EngineeringExperience: 2+ yearsEducation: high_schoolSkills: ["Analytical skills","Communication","Stakeholder management","Collaboration"]

Drive service quality and operational excellence by handling customer complaints, analyzing trends and root causes, and ensuring high-quality customer interactions through QA audits, case reviews, and call monitoring. Coordinate training needs, develop and update training materials, and improve effectiveness to close capability gaps. Monitor fraud reports, maintain fraud dashboards/registers, and support fraud awareness and audits while collaborating across teams to deliver continuous improvement insights in a fast-paced environment.

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FursaFursa
Allianz
Allianz
1 month ago

Quality Assurance & Operations Excellence Specialist (KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY)

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Last checked: 9 hours agoStatus: Live

Job Summary

Drive service quality and operational excellence by handling customer complaints, analyzing trends and root causes, and ensuring high-quality customer interactions through QA audits, case reviews, and call monitoring. Coordinate training needs, develop and update training materials, and improve effectiveness to close capability gaps. Monitor fraud reports, maintain fraud dashboards/registers, and support fraud awareness and audits while collaborating across teams to deliver continuous improvement insights in a fast-paced environment.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: QA, Test & Release Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle and resolve customer complaints promptly, analyzing complaint data to identify trends and root causes and recommending corrective actions.
  • •Implement and maintain QA processes, conduct audits and case reviews (OFR/CFR), and lead call monitoring and calibration sessions to ensure scoring consistency.
  • •Coordinate and assess training needs for operational teams, develop and update training materials, and monitor training effectiveness to address capability gaps.
  • •Monitor fraud reports, investigate suspicious cases, and maintain fraud registers and dashboards while ensuring compliance with internal and regulatory standards.
  • •Contribute to cross-functional initiatives and provide insights and recommendations to support continuous improvement across operations.

Pay and Benefits

Perks:Health Insurance

Key Requirements

  • •Minimum Diploma or Bachelor’s degree in any field.
  • •At least 2 years of experience in customer service, quality assurance, or a related role.
  • •Knowledge of complaint handling frameworks, quality assurance standards, and fraud prevention practices.
  • •Strong analytical skills to identify trends and turn data into actionable recommendations.
  • •Proficiency in Microsoft Office, particularly Excel and PowerPoint.
Experience:2+ yearsInsuranceFinancial services
Education:High School
Skills:Analytical skillsCommunicationStakeholder managementCollaboration
Languages:EnglishMandarinCantoneseBahasa Malaysia
Tech Stack:Microsoft OfficeExcelPowerPointAI-powered tools

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn