Senior Officer, Control

5 days ago

hong kong, Hong Kong SAR China BUPA Asia Limited Full time

Senior Officer, Control & Quality Assurance (Customer Relations) Add expected salary to your profile for insights TheSeniorOfficer,ControlandQualityAssuranceisacriticalrol;contributingtothedeliveryofsuccessfulbusinessoutcomeswithinBupatoensureappropriatebusinesspracticesarebeingmet. ConductingindependentassuranceactivitiestoconfirmqualityassurancestandardsensuringthattheactivitiesoftheGroupareconductedinaccordancewithapplicableregulatoryobligations,contractualrequirementsandinternalpoliciesandprocedures. Akeyrequirementistheabilitytobuildastrongandtrustingrapportwithbusinesscontacts,facilitatingtwo-wayinteractioninrelationtoGovernance,Risk,ControlandCompliancematters. Key Responsibilities MonitorandReviewInteractions:Conductthoroughqualityassurancereviewsofcustomerinteractions(e.g.,salescalls,serviceenquiries,andclaims)toverifycompliancewithregulations,contracts,andcompanypolicies. DriveContinuousImprovement:AnalyzeQAresultstospottrends,identifyconductrisks,andcollaboratewithoperationsteamstoimplementtargetedenhancementsintraining,processes,andcustomerservicedelivery. ProduceActionableInsights:Createclear,insightfulreportsandmanagementinformationforleadership,highlightingkeyfindings,risks,andrecommendedactionstooptimizeperformance. EscalateandRemediateIssues:DetectandescalatepotentialcustomerconductissuesfromQAactivities,workingwithstakeholderstodevelopandtrackremediationplans. SupportControlTesting:Assistinprocesswalkthroughs,sampletesting,andcontrolownerself-assessments(CSA)toensurerisksaremanagedeffectively. BuildStakeholderRelationships:Fosterstrongpartnershipswithbusinesscontacts,RiskChampions,andoperationsteamstofacilitateopendiscussionsongovernance,risk,andcompliance. EnhanceDataandTools:ContributetoimprovingdataanalysismethodsandmaintainanetworkofstakeholderstosupporttheQAandcontroltestingplan. StayCompliantandInformed:CompleterequiredBupatraining,attendsessionsonregulatoryupdates,andperformindependentreadingtokeepabreastofindustryobligations. AdHocSupport:HandleadditionaltasksasdirectedbytheDirectorofGovernanceandControl. Qualifications and Experience Education: Bachelor'sdegreeinarelevantfield(e.g.,Business,Communications,orRiskManagement). Experience:3-5yearsinacallcenterenvironment,withdirectexperienceinqualityassurance,callmonitoring,orsupervisingcallqualityteams.Previousrolesintelemarketing,sales,customerservice,claimshandling,orpre-authorizationwithintheinsuranceindustryarehighlydesirable. Skills Strongorganizationalabilitiestojugglemultipleprojectsanddeadlines. ExcellentverbalandwrittencommunicationinEnglishandCantonese,withconfidentpresentationskillsandaprofessionaldemeanor. Solidproblem-solvinganddataanalysisskillstoturninsightsintoactionablerecommendations. Abilitytobuildrapportandcollaborateeffectivelyacrossteams. Bupaoffers5days’workperweekandcomprehensiveremunerationpackagesincludingbasesalary,studyassistanceplan,companypensionplan,lifeandmedicalbenefit,dentalbenefit,annualleave,examinationleave,etc. Bupaisanequalopportunityemployerandwelcomesapplicationsfromqualifiedcandidates.InformationprovidedwillbetreatedinstrictconfidenceandonlybeusedforconsiderationofapplicationwithBupa.Personaldatacollectedwillbeusedforrecruitmentpurposesonly.Bupawillbeintouchforanyopportunitiesthatmatchesyourprofile.Allpersonaldataofunsuccessfulapplicationwillbedestroyed24monthsfromthedateofreceivingtheapplication.FullversionofDataPrivacyNoticeavailableuponrequest. Application Questions Which of the following statements best describes your right to work in Hong Kong? What's your expected monthly basic salary? How many years' experience do you have as a Quality Assurance Specialist? Which of the following languages are you fluent in? #J-18808-Ljbffr

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