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 ExcellenceQuality-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 SpecialistsCoordinate and facilitate process calibration sessions with the assigned BUConduct (unannounced) side-by-side or remote monitoring

Participate in or facilitate monthly and quarterly BU reviews

Perform ad hoc tasks as assigned

Customer CentricityConsolidate 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 ManagementConduct 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 JobComplete QC per sampling size

Timeliness of reports% improvement in BU scores

Valid disputes by BUsProcess calibration sessions completed/documentedQC calibration results

Checking documentation (maps and manuals)Reports (daily, weekly, monthly, quarterly, annual)Coaching documentation

Analysis of reported and escalated errors

Educational QualificationsGraduate of a 4-year degree course

Minimum 3 years' work experience in quality, data, or business analysis

Experience in reporting for BUsProcess knowledge is an advantage

Insurance background is a plus

Personal Characteristics and BehaviorsOther RequirementsKeen 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.