This role looks after the Quality Assurance team based in Kuala Lumpur, Malaysia and is responsible in leading and managing the Quality Assurance Programs for the Processing Services Team which provides Shared Services support for Asia Pacific Underwriting, Claims and Finance teams. Collaborating closely with the Head of Quality Assurance of CCO, the Senior Quality Assurance manager will identify best in class practices and develop frameworks and guidelines to drive excellent data quality outcomes and improved efficiencies & effectiveness to our business partners and customers. Assess approach to quality assurance and conceptualize current and long-term needs for quality programs in various areas within Shared Services. Uses their expertise in areas of quality to negotiate with and build consensus across Shared Services to produce the highest quality product using findings and reports as identified by Quality Assurance organization.

• Leads and manages the strategic and long-term Quality Assurance (QA) program. This includes establishing best practices and QA consistency in approach and processes ensuring compliance and adherence to guidelines.
• Supports programs across people and technology to meet Key Performance Indicators, transition and integration of operations and delivery synergy over a multiyear strategy that supports the Processing Service Team (PST) business plan and objectives.
• Conceptualizes current and long-term needs for quality improvement efforts across Shared Services, BPO partners and Capability Center Operations (CCO).
• Negotiates direction with Shared Services managers to establish consistency within processes and procedures across groups.
• Translates Quality Assurance needs for Shared Services and BPO partners into comprehensive programs and executes on plans ensuring the programs are effective and efficient to manage and operate.
• Delegates work throughout the Quality Assurance team and the organization as necessary.
• Prepares reports and presents findings to managers/stakeholders to identify gaps and inconsistencies in quality control, and/or opportunity to introduce a new quality program across Shared Services.
• Monitors reports from BPO partner to ensure accuracy and accountability.
• Responsible for ensuring all Quality Assurance programs are executed, management actions are taken, feedback is delivered, and follow-through is completed and documented to meet audit and compliance standards.
• Effectively establishes and communicates departmental objectives to staffs and ensures they are delivered by setting, tracking and meeting GRSQA Framework Guidelines.
• Evaluates workflow considering the ‘end to end’ impact to achieve a quality internal and external customer experience.
• Regular reporting and data analysis of QA metrics and delivers results back to PST and stakeholders including presenting/communicating recommended solutions substantiated by data and facts.
• Collaborate with PST leadership team and stakeholders to address and improve production accuracy, monitor and report outcomes of continuous improvements and change in SOP’s or processes.
• Responsible for talent management and lead recruitment strategy of team members in the QA team.
• Participates in calibration and business process improvement initiatives to support operational excellence.
• Contributing to an effective team environment by interacting professionally with all team members and providing development, support, and assistance as required.
• Ensuring compliance with all legal, statutory, and corporate affairs requirements on a timely basis.
• Performing other related duties as assigned by your manager or other appropriate senior leader

• Established and proven experience in Quality Assurance and Leading People is required for this role.
• Tertiary qualifications in accounting, business, finance, insurance or technology desirable.
• Experience leading a team through collaborative management with excellent relationship building skills with internal and external stakeholders.
• Knowledge of project management concepts, strategies and methodologies.
• Exceptional level of attention to detail with accuracy and QA best practice knowledge.
• Strong communicator with ability to adjust and influence change management.
• Ability to adjust and influence change management with a continuous improvement mindset.
• Excellent verbal and written communication skills.
• Able to work flexible hours to accommodate multiple time zones across multiple CCO offices and in a hybrid environment where 2 days of work from home and 3 days of return to office is required.
• Able to travel across APAC region as and when required as this role has a 10% travel requirement.
• Demonstrates professional maturity in line with the Liberty Mutual’s core Identity and Values