Quality Assurance & Operations Excellence Specialist

About the role
Do you have a passion for service quality, continuous improvement, and making operations run better every day? As Quality Assurance Operations Excellence Specialist at Allianz Partners in Kuala Lumpur, you will be at the heart of our service delivery — driving excellence across Complaint Management, Quality Assurance, Training, and Fraud Management. You will play a key role in ensuring consistent customer experiences, maintaining compliance with internal and regulatory standards, and delivering actionable insights that strengthen organisational performance. This is a varied, high-impact role for a detail-oriented professional who thrives in a collaborative, fast-paced environment.

Employed under: Allianz Partners Malaysia (AWP Services Sdn Bhd)

What You'll Do
Complaint Management

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• Handle and resolve customer complaints promptly and effectively, ensuring a positive customer outcome
• Analyse complaint data to identify trends and root causes, and recommend corrective actions to relevant stakeholders
• Prepare regular reports on complaint resolution performance for management review

Quality Assurance

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• Implement and maintain QA processes to ensure consistently high-quality customer interactions
• Conduct audits and case reviews (OFR/CFR) to identify service gaps and areas for improvement
• Lead call monitoring and calibration sessions to maintain scoring consistency across teams

Training

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• Coordinate and assess training needs for operational teams
• Develop and update training materials aligned with company standards and operational requirements
• Monitor training effectiveness and address capability gaps through targeted interventions

Fraud Management

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• Monitor fraud reports and investigate suspicious cases in line with internal procedures
• Maintain fraud registers and dashboards, ensuring compliance with internal and regulatory standards
• Support fraud awareness programs and assist with audit requirements

General

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• Contribute to cross-functional initiatives and ad-hoc projects as assigned
• Provide insights and recommendations to support continuous improvement across operations
• Collaborate positively across teams, stepping in to support colleagues and shared responsibilities as needed

What You'll Bring

• Minimum Diploma or Bachelor's degree in any field
• Minimum 2 years of experience in customer service, quality assurance, or a related role
• Experience in the insurance or financial services industry is highly preferred
• Knowledge of complaint handling frameworks, quality assurance standards, and fraud prevention practices
• Strong analytical skills with the ability to identify trends and translate data into actionable recommendations
• Solid understanding of QA audit processes and the ability to design and deliver effective training programs
• Experience in fraud monitoring and investigative procedures
• Excellent communication and stakeholder management skills, both written and verbal
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint
• Familiarity with AI-powered tools for quality monitoring, reporting automation, or case management is an advantage
• Fluent in English (written and verbal); proficiency in Mandarin and/or Cantonese is an added advantage
• Proficiency in Bahasa Malaysia is an advantage
• A collaborative team player who treats colleagues with care and respect and supports shared team goals

What We Offer

• Competitive salary and performance-based bonus
• Employer EPF contribution of 15%
• Comprehensive medical and hospitalisation coverage
• Flexible benefits package to support your individual needs
• Flexible working arrangements
• Learning and development opportunities to grow your career within Allianz Partners' global network
• Exposure to international best practices in quality assurance and operations excellence

102587 | Operations | Professional | Allianz Partners | Full-Time | Permanent

Who We Are
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions across automotive, travel, health, and home assistance. Present in over 75 countries, we combine the strength of the Allianz Group with a local, customer-first approach. In Malaysia, our Kuala Lumpur team is part of a growing regional hub that connects local expertise with global ambition. At Allianz Partners, we are committed to building an inclusive workplace where every team member can grow, contribute, and thrive.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us. Let's care for tomorrow.
To Recruitment Agencies
We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.