QA AnalystAXA

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 trending and analysis of the transaction monitoring results at the team and individual level and recommends performance improvements or enhancements to procedures and standards, if warranted.
The QA Analyst serves as back-up of the QA Officer in case of absence and may be delegated tasks that are handled by them.
Key Results Area
Major Activities
Output
Operational Excellence
Quality-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 performance of team and individual
Document the checking/audit process in workflows and manuals, ensuring these are updated when guidelines change
Provide feedback to the BU and the immediate supervisor on urgent findings
Coach BU staffs who are underperforming in terms of 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; and analyze these results on a monthly basis, both at the team and individual level
Assist the immediate supervisor in conducting a deep-dive on findings to arrive at the root cause, especially on highly visible, high-impact, or recurring issues
Make recommendations to the BU to manage unacceptable variation, as a result of quality checking and analyses
Act as the expert during QC calibrations
Act as trainer when new hires come in
May be tasked to coach QA Associates or Specialists
Coordinate and facilitate process calibration sessions with the assigned BU
Conduct (unannounced) side-by-side or remote monitoring
Participate in or facilitate monthly and quarterly BU reviews
Perform ad hoc tasks that may be assigned from time to time
Completed quality log
Quality scores, individual and team
Daily, weekly, monthly, quarterly, and annual reports
Audit workflows and manuals
Trending and analysis
Customer Centricity
Consolidate reported and escalated errors from clients and distributors, and profile and coordinate with the BU and other departments to resolve and put in place appropriate controls; assist in monitoring action plans and timelines
Participate in customer engagement programs to understand customer needs and expectations
Make recommendations on enhancements to improve the overall customer experience
Correlate quality results to CSAT and/or D-Scope; make recommendations on aligning quality attributes to CSAT and/or D-Scope results
Alignment of survey to quality attributes/parameters
Improvement recommendations (process, etc.)
Stakeholder Management
Conduct regular business review with stakeholders
Regularly coordinate with other departments on changes in guidelines or regulations
Manage relationships and agreements with internal/external customers
Respond to escalated queries/concerns from customers, internal and external
Communicate with customers and other parties on sensitive matters in a timely and effective manner
Corrective action plan recommendation
Customer satisfaction
Key Decisions/Dimensions
Decisions
Quantifiable Data Related to Job
Pass/Fail for QC calibration
Completed QC, per agreed sampling size
Timeliness of reports
%pts improvement of BU scores
Valid disputes by BUs
Completed/documented process calibration sessions with BUs
QC calibration results
Checking documentations (maps and manuals)
Daily, weekly, monthly, quarterly, and annual reports
Coaching documentations
Analyses on reported and escalated errors
Qualifications
Educational Qualifications
Relevant Experience
Graduate of a 4-year degree course
Minimum 3 years' work experience
Experience in quality, data, and/or business analysis
Experience in (BU) reporting
Process knowledge an advantage
Insurance background is a plus
Personal Characteristics and Behaviors
Other Requirements
Keen to details and focus on quality; works with integrity
Good interpersonal skills
Excellent communication skills (oral and written)
Presentation skills
Strong problem-solving and analytical skills
Strong time management skills
Ability to adapt and multitask
A team player
Works with less supervision
Must be proficient with Microsoft Office (Word, Excel, Powerpoint)
Can work with data; numerate
Must be able to effectively deal with people at all levels inside and outside of the Company
Quality Management training
AXA

Makati City, Metro Manila
Permanent
Full-time