Responsibilities :
Assists Quality Assurance manager to maintain and monitor the QA process to drive customer revolution, uplift the quality of business output and ensure the business units are adhered to internal guidelines, compliance and regulatory requirement
Assists Quality Assurance manager to identify any service gap, workflow or system deficiency through Quality Assurance review
Perform Quality Assurance monitoring on sales calls, customer services calls, complaint handling, pre-authorisation approval, claims handling, etc.
Ensures timely and accurate delivery of Quality Assurance finding and result to business units
Prepares Quality Assurance reports to heads of business and management
Provides suggestion to business units for process improvement and remediation
Handles appeals from business units tactfully and effectively
Communicates with business units to align Quality Assurance standard and sampling approach.
Performs regular case calibration within Quality Assurance team to maintain Quality Assurance quality and accuracy
Assists Quality Assurance manager in preparing Quality Assurance plan and sampling
Support on ad hoc tasks and business initiatives
Qualifications, Training and Experience
Degree holder preferable
Experience in Quality Assurance review, sampling and setting up scorecards
Experience in medical insurance and healthcare based business sectors
Good understanding of insurance operations on various functions such as Tele-marketing (Sales), Customer Services, Complaint handling, Pre-approval (Pre-authorisation of claims), Claims etc.
Strong stakeholder management skills and communication strategy
Attentive to details, independent, sensible and assertive to negotiate with different stakeholders
Good written and verbal communications, critical thinking skills
Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.
