Quality Assurance Specialist

Allianz
Kuala Lumpur
Workplace: HybridFull timeFunction: QA, Test & Release EngineeringExperience: 2+ yearsSkills: ["Communication","Attention to detail","Problem-solving","Coaching","Continuous improvement"]

Maintain a high-trust Quality Assurance program for customer service by monitoring inbound calls and email support. Evaluate Customer Service Associates against quality guidelines, provide actionable and constructive feedback, and lead calibration and coaching to ensure consistency. Investigate quality issues using root cause analysis, recommend corrective and prevention actions, and collaborate with operations on improvement plans. Produce quality performance reports, keep the quality framework and local procedures up to date, and support training needs to improve customer experience.

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FursaFursa
Allianz
Allianz
2 months ago

Quality Assurance Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Maintain a high-trust Quality Assurance program for customer service by monitoring inbound calls and email support. Evaluate Customer Service Associates against quality guidelines, provide actionable and constructive feedback, and lead calibration and coaching to ensure consistency. Investigate quality issues using root cause analysis, recommend corrective and prevention actions, and collaborate with operations on improvement plans. Produce quality performance reports, keep the quality framework and local procedures up to date, and support training needs to improve customer experience.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: QA, Test & Release Engineering

Key Responsibilities

  • •Perform Quality Assurance checks on customer service calls and support emails to meet quality guidelines and service high standards.
  • •Provide actionable data and feedback to Customer Service Associates, Team Leads, and managers, including corrective/prevention actions.
  • •Conduct root cause analysis on quality issues, recommend insights, and develop improvement plans in collaboration with the operations team.
  • •Conduct coaching and calibration sessions to maintain consistency in evaluations and improve associate performance.
  • •Produce statistical reports and ensure QA documents, reports, and records are properly managed; keep the quality framework and local operating procedures up to date.

Key Requirements

  • •Minimum 2 years work experience as a Quality Assurance Specialist or similar role.
  • •Strong verbal and written communication skills.
  • •Strong attention to detail and problem-solving skills.
  • •Good computer skills.
  • •Ability to conduct training and development; familiarity with AI tools like ChatGPT or Copilot is an added advantage.
Experience:2+ years
Skills:CommunicationAttention to detailProblem-solvingCoachingContinuous improvement
Tech Stack:ChatGPTCopilot

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