Quality Assurance Senior Officer

The primary responsibility of this role is to ensure that quality monitoring is conducted for BUs or processes assigned, considering regulatory and business requirements. The Sr. QA Officer conducts trending and analysis of the transaction monitoring results at the team and individual level and recommends performance improvements or enhancements to procedures and standards, if warranted. As such, should also work on correlating QA outputs to division/company KPIs.

This role is also responsible for conducting Root Cause Analysis of complaints, as endorsed by the different units that manage customer and distributor complaints. As such, the Sr. QA Officer is expected to provide a report on the investigation results.

The Sr. QA Officer may also be tasked to manage QA associates, specialists, and/or analysts, and will, therefore, be responsible for their performance and career development.

As necessary and in case of absences, the Sr. QA Officer shall serve as back-up for other QA personnel and may be delegated tasks, as necessary. This role should ensure backup is in place for each process in scope.

Other tasks may be assigned to this role, as the need arises.

1. Operational Excellence:

• Quality-check transactions processed or completed by the assigned BU; ensure these are timely and accurately done and recorded
• Act on, investigate, and profile escalated cases accordingly
• Use quality monitoring data management system/tool to compile and track the performance of team and individual
• Document the checking/audit process in workflows and manuals, ensuring these are updated when guidelines change; if done by the QA Specialist, review and act as first approver
• Coach BU staffs who are underperforming in terms of quality, as requested
• Track reported errors from clients and distributors
• Design, create, and implement quality initiatives
• Submit quality results to the BU as scheduled; and analyze these results on a monthly basis, both at the team and individual level
• Conduct a deep-dive on findings to arrive at the root cause, especially on highly visible, high-impact, or recurring issues
• Make recommendations to the BU to manage unacceptable variation, as a result of quality checking and analyses
• Act as the expert during QA calibrations
• Coordinate and facilitate process calibration sessions with the assigned BU
• Conduct (unannounced) side-by-side or remote monitoring
• Facilitate monthly and quarterly BU reviews
• Conduct random checking of QA logs to validate the correctness of checking by direct reports
• Reports performance gaps or issues of direct reports to the immediate supervisor
• Perform ad hoc tasks that may be assigned from time to time, including gap analysis for regulatory compliance

2. Staff Management and Development

• Train new hires
• Allocate staff according to workload and requirement
• Monitor and measure the performance of the team and the individual team members
• Provide regular performance feedback to staff and put in place safeguards in support of next issue avoidance
• Conduct coaching and put in place corrective action plan/s for non-/under-performance
• Conduct regular meetings to gather feedback and keep the unit updated with organizational changes or announcements
• Identify and recommend developmental training for staff to continuously improve their quality of work and stimulate their individual and collective growth
• Manage the transition of staffs; ensure that onboarding plans are in place for incoming hires.

3. Customer Centricity

• As requested, conduct RCA and provide report
• Consolidate reported and escalated errors from clients and distributors, and profile and coordinate with the BU and other departments to resolve and put in place appropriate controls; monitor action plans and timelines
• Participate in customer engagement programs to understand customer needs and expectations
• Make recommendations on enhancements to improve the overall customer experience
• Correlate quality results to CSAT and/or D-Scope; make recommendations on aligning quality attributes to CSAT and/or D-Scope results

4. Stakeholder Management

• Ensure SLAs are established with assigned BUs
• Conduct regular business reviews with stakeholders
• Regularly coordinate with other departments on changes in guidelines or regulations
• Manage relationships and agreements with internal/external customers
• Respond to escalated queries/concerns from customers, internal and external
• Communicate with customers and other parties on sensitive matters in a timely and effective manner

5. Decisions

• Pass/Fail for QA calibration and staff performance
• Work allocation and/or assignment

• Graduate of a 4-year degree course
• Minimum 5 years' work experience
• Supervisory experience preferred
• Experience in quality, data, IT processes, and/or business analysis
• Experience in (BU) reporting
• Experience in people management
• Knowledge and/or experience in root cause analysis
• Process knowledge an advantage
• Insurance background is a plus
• Keen to details and focus on quality
• Good interpersonal skills
• Excellent communication skills (oral and written)
• Presentation skills
• Strong problem-solving and analytical skills
• Strong time management skills
• Ability to adapt and multitask
• A team player
• Works with integrity
• Works with less supervision
• Must be proficient with Microsoft Office (Word, Excel, Powerpoint)
• Can work with data; numerate
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Quality Management training

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers' insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.