QA Analyst

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 QA Analyst trends and analyzes transaction monitoring results at the team and individual levels and recommends performance improvements or enhancements to procedures and standards, if warranted.

The QA Analyst serves as a backup for the QA Officer in case of absence and may be delegated tasks handled by them.

Key Results AreaMajor ActivitiesOutputOperational Excellence

• Quality-check transactions processed or completed by the assigned BU; ensure these are timely and accurately done and recorded
• Report critical error findings to avoid recurrence (daily), escalate as necessary
• Use quality monitoring data management system/tool to compile and track team and individual performance
• Document the checking/audit process in workflows and manuals, updating when guidelines change
• Provide feedback to the BU and immediate supervisor on urgent findings
• Coach BU staff who are underperforming in quality, as requested
• Assist in data gathering and investigations for escalated cases
• Track reported errors from clients and distributors
• Assist in designing, creating, and implementing quality initiatives and standards
• Submit quality results to the BU as scheduled; analyze these results monthly at team and individual levels
• Assist the immediate supervisor in deep-diving on findings to identify root causes, especially for high-impact or recurring issues
• Make recommendations to the BU to manage unacceptable variation based on quality checks and analyses
• Act as the expert during QC calibrations
• Serve as a trainer for new hires
• May be tasked with coaching QA Associates or Specialists
• Coordinate and facilitate process calibration sessions with the assigned BU
• Conduct (unannounced) side-by-side or remote monitoring
• Participate in or facilitate monthly and quarterly BU reviews
• Perform ad hoc tasks as assigned

Customer Centricity

• Consolidate reported and escalated errors from clients and distributors, profile and coordinate with the BU and other departments to resolve and implement controls; monitor action plans and timelines
• Participate in customer engagement programs to understand needs and expectations
• Recommend enhancements to improve customer experience
• Correlate quality results with CSAT and/or D-Scope; suggest alignment of quality attributes to these metrics
• Align surveys with quality attributes/parameters

Stakeholder Management

• Conduct regular business reviews with stakeholders
• Coordinate with other departments on guideline or regulation updates
• Manage relationships and agreements with internal/external customers
• Respond to escalated queries/concerns from customers and internal teams
• Communicate timely and effectively on sensitive matters
• Recommend corrective action plans

Key Decisions/DimensionsDecisionsQuantifiable Data Related to Job

• Complete QC per sampling size
• Timeliness of reports
• % improvement in BU scores
• Valid disputes by BUs
• Process calibration sessions completed/documented
• QC calibration results
• Checking documentation (maps and manuals)
• Reports (daily, weekly, monthly, quarterly, annual)
• Coaching documentation
• Analysis of reported and escalated errors

Educational Qualifications

• Graduate of a 4-year degree course
• Minimum 3 years' work experience in quality, data, or business analysis
• Experience in reporting for BUs
• Process knowledge is an advantage
• Insurance background is a plus

Personal Characteristics and BehaviorsOther Requirements

• Keen attention to detail and focus on quality; works with integrity
• Good interpersonal skills
• Excellent oral and written communication skills
• Strong problem-solving and analytical skills
• Ability to adapt and multitask
• Team player
• Works independently with minimal supervision
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• Comfortable working with data and numerate
• Effective in dealing with people at all levels inside and outside the company
• Quality Management training is required

About the company

Axa SA is a French multinational insurance firm.

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