Senior Officer, Control

Senior Officer, Control & Quality Assurance (Customer Relations) Add expected salary to your profile for insights The Senior Officer, Control and Quality Assurance is a critical role contributing to the delivery of successful business outcomes within Bupa to ensure appropriate business practices are being met. Conducting independent assurance activities to confirm quality assurance standards, ensuring that the activities of the Group are conducted in accordance with applicable regulatory obligations, contractual requirements and internal policies and procedures. A key requirement is the ability to build a strong and trusting rapport with business contacts, facilitating two‑way interaction in relation to Governance, Risk, Control and Compliance matters. Key Responsibilities Monitor & Review Interactions: Conduct thorough quality assurance reviews of customer interactions (e.g., sales calls, service enquiries and claims) to verify compliance with regulations, contracts and company policies. Drive Continuous Improvement: Analyze QA results to spot trends, identify conduct risks and collaborate with operation teams to implement targeted enhancements in training, processes and customer service delivery. Produce Actionable Insights: Create clear, insightful reports and management information for leadership, highlighting key findings, risks and recommended actions to optimise performance. Escalate & Remediate Issues: Detect and escalate potential customer conduct issues from QA activities, working with stakeholders to develop and track remediation plans. Support Control Testing: Assist in process walk‑throughs, sample testing and control owners’ self‑assessments (CSA) to ensure risks are managed effectively. Build Stakeholder Relationships: Foster strong partnerships with business contacts, Risk Champions and operation teams to facilitate open discussions on governance, risk and compliance. Enhance Data and Tools: Contribute to improving data analysis methods and maintain a network of stakeholders to support the QA and control testing plan. Stay Compliant & Informed: Complete required Bupa training, attend sessions on regulatory updates and perform independent reading to keep abreast of industry obligations. Ad-Hoc Support: Handle additional tasks as directed by the Director of Governance and Control. Qualifications and Experience Education: Bachelor’s degree in a relevant field (e.g., Business, Communications, or Risk Management). Experience: 3‑5 years in a call centre environment, with direct experience in quality assurance, call monitoring or supervising call quality teams. Previous roles in tele‑marketing, sales, customer service, claim handling or pre‑authorisation within the insurance industry are highly desirable. Skills: Strong organisational abilities to juggle multiple projects and deadlines; excellent verbal and written communication in English and Cantonese, with confident presentation skills and a professional demeanour; solid problem‑solving and data analysis skills to turn insights into actionable recommendations; ability to build rapport and collaborate effectively across teams. Bupa offers 5 days’ work per week and a comprehensive remuneration package including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc. Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of applications with Bupa. Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that match your profile. Personal data of unsuccessful applications will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request. 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 of experience do you have as a Quality Assurance Specialist? Which of the following languages are you fluent in? #J-18808-Ljbffr