Quality Assurance Lead

FIND YOUR 'BETTER' AT AIA

We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we'd love to hear from you.

About the Role

1. Provides strategic leadership and people management for the QA function, establishing a unified QA framework, policies, and scorecards aligned with customer experience and business goals
2. Translates multi-channel performance data into actionable insights, drive targeted coaching and remediation, ensure regulatory compliance, and advocate for top-tier customer experience across all touchpoints.

DUTIES & RESPONSIBILITIES

Leadership

• People Management:
Manages and mentors QA analysts and specialists. Conducts calibration sessions to ensure consistency in evaluations

• Training & Development
Collaborates with Training and Operations teams to address performance gaps. Supports onboarding and continuous learning initiatives through QA feedback

Technical Skills

• Monitoring & Evaluation
Leads comprehensive, cross-channel audits of operations interactions, translating trends and gaps into prioritized, data-driven improvement initiatives that elevate service delivery and operational excellence.

• Quality Strategy & Framework
Architects and governs an Operations QA program, including policy design, scorecards, and evaluation criteria, ensuring QA goals are tightly aligned with strategic customer experience outcomes and business objectives.
Defines and maintains a unified, end-to-end process for CSAT, CES, and NPS data collection across all touchpoints, establish performance benchmarks and leadership dashboards, and deliver regular, action-oriented reviews with QA-aligned recommendations.

• Reporting & Insights
Translates performance and quality metrics into actionable leadership briefs, driving targeted coaching, policy updates, and remediation plans with clear owners, timelines, and measurable impact on key customer experience metrics.

• Compliance & Risk Management
Ensures adherence to regulatory and internal compliance standards. Monitors for potential risks in customer handling and escalate as needed

• Customer Experience Advocacy
Ensures rigorous adherence to regulatory and internal standards, proactively monitor customer handling risks, and implement escalations and controls to mitigate exposure.

FINANCIAL & NON-FINANCIAL MEASURES

• Fewer compliance or procedural errors flagged over time

• Improved accuracy in customer data handling and documentation

• Coaching Effectiveness

• Higher scores in internal surveys on fairness and usefulness of QA

• Quality-Driven CSAT Improvement

• QA feedback directly contributing to better resolution practices

• CES, CSAT and NPS Response Rate

COMMUNICATION REQUIREMENTS

• Internal - Consistent collaboration with internal teams, leaders/stakeholders, cross-functional units in Medicard and partners within AIA.

• External - regular coordination with vendors, partners and/or clients as may be needed.

MINIMUM QUALIFICATIONS

• Education – graduate of any 4-year business course or related degree

• Experience – at least 5 years relevant experience in Quality and Process Management

• Leadership – at least 5 years experience in managing a team

• Certifications/licenses – Lean Six Sigma, Business Process Management

• Technical / functional skills: Process Mapping and Optimization

• Business skills: RCA, Communication & Influencing

At MediCard, we believe that diversity and inclusion are essential to fostering innovation, collaboration, and growth. We are committed to creating a workplace where everyone, regardless of gender, race, ethnicity, age, sexual orientation, disability, or any other characteristic, feels valued and empowered to contribute their unique perspectives and talents.

Our inclusive hiring practices ensure that we attract, hire, and retain the best talent from all backgrounds. We strive to provide equal opportunities for all candidates and promote a culture of respect, fairness, and transparency. We are dedicated to continuously improving our processes and policies to eliminate biases and barriers, ensuring that every employee has the support and resources they need to thrive.

MediCard is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
 
Join MediCard Now

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

---