Job Purpose

Assess processes and identify redesign or enhancement opportunities to deliver improved productivity or efficiency to the business and ensure processes are aligned to best practice industry and remain focus on improving customer satisfaction. Monitor and maintain service quality plan, promote operational effectiveness, design quality and regulatory compliance into every process of customer journey upon the guideline or auditor reporting, and implement quality control procedure and regular audit plan.

Key Responsibilities:

• Perform effective quality assurance (QA) process to monitor Identify opportunity for service quality improvement of all team within Operations and deliver practical solutions and methodologies to solve complex business issue.
• Record the to-do list and result of recommended actions to the follow up document to ensure that all agreed actions per auditor's recommendations or compliance's review will be finished at agreed timeline.
• Establish analysis report for the technical review and the progress of technical competency development.
• Analyze and inspects problems in daily production; raises problem investigate report to concerned parties with recommended actions.
• Work closely with cross functional teams to address quality-related issues and drive continuous improvement initiatives
• Monitor the performance of service delivery and develop set of strategic improvement action to turn weakness to strength.
• Assist in business process improvement and process design to achieve business goals by coaching, brushing up or update training classes.
• Identify areas for improvement in processes, procedures, and systems to enhance quality, efficiency, and effectiveness. This involves implementing new quality control measures, refining existing processes, or introducing new technologies.
• Perform effective quality assurance (QA) process to monitor underwriting, policy services, and claims quality to align with the target action plan.
• Evaluate potential fraud indicators and the impact of current fraud trends and make recommendations as to appropriate mitigation.
• Conduct investigations into allegations of fraud, waste or abuse committed by clients against our company
• Monitor and inspect processes, and services to ensure they meet predefined quality standards.