Associate, Quality Assurance & Control (Customer Service)

About the role

The Associate, Quality Assurance & Control (Customer Service) supports quality assurance, compliance monitoring and control review across Customer Service, including Policy Processing, Contact Centre and Customer Advocate functions. It is an independent post-review assurance function that conducts outbound compliance reviews, performs quality and control checks, identifies process and control gaps and supports remediation to strengthen governance, service quality and customer outcomes.

Key responsibilities

• Execute quality assurance, quality control and compliance review programmes across Customer Service, assessing adherence to policies, procedures, regulatory requirements, internal controls and service standards.
• Conduct outbound customer verification and compliance reviews to validate customer understanding, identify operational and conduct risks and support fair customer outcomes.
• Perform risk-based reviews, transaction testing and control assessments to evaluate operational controls and compliance with governance frameworks.
• Review, investigate and report quality, compliance and operational exceptions, including audit findings and system-generated exceptions, and support timely remediation.
• Identify, document and escalate recurring issues and control weaknesses, support root cause analysis and corrective actions.
• Maintain audit-ready documentation such as testing records, evidence, findings, issue registers and remediation trackers, and support reporting, governance, audit and regulatory requirements.
• Support the improvement of QA&C programmes, review methodologies, reporting processes and quality standards.

Required profile

• Tertiary education in a related discipline, preferably with an insurance certification (e.g. M5, M9, Health Insurance).
• 1-3 years of experience in customer service, insurance operations, quality assurance, compliance or audit, preferably in a contact centre environment.
• Proficiency in spoken and written English and Mandarin.
• Able to work independently, manage multiple priorities and meet deadlines.

Required skills

• Strong customer focus, interpersonal and communication skills.
• Good analytical and problem-solving skills with strong attention to detail.
• Proactive risk awareness and mitigation of business and regulatory compliance risks.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).