Associate, Quality Assurance & Control

The Associate, Quality Assurance & Control (Customer Service) supports the execution of quality assurance, compliance monitoring and control review activities across Customer Service (including Policy Processing, Contact Centre, and Customer Advocate functions). The role serves as an independent post-review assurance function responsible for conducting outbound compliance reviews, performing quality and control checks, identifying process and control gaps, and supporting remediation efforts to strengthen governance, service quality and customer outcomes across Customer Service operations. This role plays a key part in ensuring that Customer Service activities are conducted in accordance with internal policies, regulatory requirements, operational standards and the Group Quality Checks Framework. 

Key responsibilities: 

• Execute quality assurance, quality control and compliance review programmes across Customer Service operations, in accordance with established QA&C methodologies and review plans, to assess adherence to policies, procedures, regulatory requirements, internal controls and service standards. 

• Conduct outbound customer verification and compliance reviews to validate customer understanding, identify potential operational and conduct risks, assess service quality gaps and support fair customer outcomes. 

• Perform risk-based reviews, transaction testing and control assessments to evaluate the effectiveness of operational controls, identify exceptions and assess compliance with governance and quality frameworks. 

• Review, investigate and report quality, compliance and operational exceptions, including audit findings, system-generated exceptions and potential control breaches, and support timely remediation and issue resolution. 

• Identify, document and escalate recurring issues, emerging risks and control weaknesses, and support root cause analysis. Corrective actions and remediation efforts to strengthen operational effectiveness and customer experience. 

• Maintain complete and audit-ready review documentation, including testing records, reviewing evidence, findings, issue registers and remediation trackers, and support the compilation of review outcomes and exception data to facilitate reporting, governance, audit and regulatory requirements. 

• Support the implementation and continuous enhancement of QA&C programmes, review methodologies, reporting processes and quality standards to improve service quality, compliance and operational effectiveness across Customer Service. 

• Undertake any other duties and responsibilities assigned by the Supervisor. 

• Demonstrates risk awareness of business decisions made, in consideration of the Company's reputation and branding; 

• Take accountability in business and regulatory compliance risks and takes appropriate steps to mitigate the risks; 

• Maintain awareness of industry trends on regulatory, compliance, emerging threats and takes appropriate steps to mitigate the risks; 

• Highlights any potential concerns, risks and proactively shares best risk management practices.

• Tertiary education in related discipline, preferably possess insurance certification (i.e. M5, M9, Health Insurance) 

• 1–3 years of experience in customer service, insurance operations, quality assurance, compliance or audit, preferably within a contact centre environment. 

• Strong customer focus with good interpersonal and communication skills 

• Proficient in Microsoft Office applications (Excel, Word, PowerPoint) 

• Proficiency in English and Mandarin (spoken and written) is required to effectively review customer interactions, conduct outbound customer      verification calls, assess service quality and compliance matters, and communicate with Mandarin-speaking customers and stakeholders.

• Good analytical and problem-solving skills, with strong attention to detail. 

• Able to work independently, manage multiple priorities and deliver quality outcomes within established timelines. 

• A proactive team player with a strong sense of accountability, ownership and commitment to quality, compliance and customer outcomes.