QA AnalystAXA MANDIRI FINANCIAL SERVICES

Job Description
The QA Specialist's primary responsibility is to quality-check the transactions handled by the business unit assigned, based on agreed sampling and timeline, ensuring that business and compliance guidelines are followed. S/he also should ensure that these and any findings are properly recorded and escalated.
The specialist shall also document the checking process (process maps and manuals) for transactions that are assigned to her/him. When guidelines change, s/he should ensure that these are captured in the checking process, as necessary.
The QA Specialist may be delegated tasks handled by the QA Officer such as weekly reporting or training of new hires
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
Participate in process calibration and training
Participate in and pass the quality checking calibration
Provide feedback to the QA Officer and/or QA Manager on urgent findings
When necessary, assist in data gathering and investigations for escalated cases
Serve as back-up of other Specialists or Associates in case of absences or volume peak
Perform other ad hoc tasks that may be assigned to him/her, including weekly reporting and training of new hires
Completed quality log
Quality scores, individual and team
Daily Error Flag Report
Audit workflows and manuals
Customer Centricity
Participate in customer engagement programs to understand customer needs and expectations
Make recommendations on enhancements to improve the overall customer experience
Improvement recommendations (process, etc.)
Key Decisions/Dimensions
Decisions
Quantifiable Data Related to Job
Recommendatory only
Completed QC, per agreed sampling size
Valid disputes by BUs
Checking documentations (maps and manuals)
Results of QC calibration conducted by the QA Officer/Manager
Your Profile
Skills and Knowledge
Educational Qualifications
Relevant Experience
Graduate of a 4-year degree course
Minimum 2 years work experience, preferably in customer service/call center
With background in Quality
Process knowledge an advantage
Insurance background is a plus
Personal Characteristics and Behaviors
Other Requirements
Keen to details
Good communication skills (oral and written)
Ability to adapt and multitask
A team player
Works with integrity
Can work with less supervision
Must be proficient with Microsoft Office (Word, Excel)
About AXA
A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.
About the Entity
Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.
AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.
AXA now offers a complete range of products for all its customers insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.
AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.
AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.
The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.
What We Offer
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