General information

Country: Malaysia

Creation Date: 22-Jun-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573065

Description & Requirements

Job title: Quality Assurance Analyst

Job Summary:

Liberty Mutual's GRS Capability Center Operations (GRS - CCO) team has a centralized Quality Assurance (QA) function to support QA work for various processes within Liberty Mutual, QA team is responsible for performing second level QA audits for underwriting operations (i.e. Policy Booking, Endorsement, Submission and other UW tasks) executed by BPO teams for different regional market (UK, Europe, MENA and APAC) business lines.

For that new QA function under GRS CCO, we are looking for experienced and detail-oriented Quality Assurance Analysts (QA) to perform QA audits. The QAs will be part of a specialized quality team, responsible for performing deep-dive audits, identifying risk trends, driving process integrity, and offering actionable insights to business stakeholders and BPO partners. This function serves as an escalation layer and provides assurance beyond the standard work done by BPO Teams.

Job Responsibilities:

• Conducts monthly quality reviews/audits according on stipulated timeframe/SLA while complying to process SOPs and GRS QA Framework & guidelines.
• Validate data accuracy, completeness, and alignment with business and regulatory standards.
• Analyze error trends, identify root causes, and suggest corrective actions or process improvements.
• Document QA findings and maintain accurate quality logs and reports.
• Provide timely feedback to BPO vendor partners teams and support capability uplift.
• Participate in calibration sessions with onshore counterparts and BPO QA teams.
• Act as a subject matter expert (SME) on underwriting procedures, business rules, and quality governance.
• Provide support in creating and maintenance of QA calibration guide for all existing process and new transition process.
• Resolve dispute in rebuttal according to action plan agreed by the team in time.
• Log error tracked and follow-up on the correction by the processor.
• Participate in any training session from business stakeholder and update QA SOP to align with the change.
• Responsible in new starter training as mentor and dedicated trainer for different processes.
• Undertake any ad hoc tasks and responsibilities as and when required.
• Maintaining a highly effective and responsive working relationship with all internal and external stakeholders.

Job Competencies:

• Cantonese language expertise
• High attention to detail and accuracy.
• Ability to interpret and apply underwriting guidelines, documentation and identify control gaps.
• Strong communication and stakeholder management skills across geographies and teams.
• Working knowledge of policy administration systems, workflow tools, and audit platforms.
• Proven ability to work independently and manage multiple audits with tight timelines.
• Comfortable working in a dynamic, evolving environment with matrixed teams
• Strong analytical and problem-solving skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in a fast-paced, deadline-driven environment.
• Background in shared services or BPO environments with as Quality Auditor of global insurance back-office processes.
• Experience working as QA in BPO vendors teams (e.g., Genpact).

Job Experience & Skills:

• Bachelor's degree in commerce, Business Administration, or a related field.
• Fluent in reading and understanding Cantonese language
• 5 -8 years of experience in P&C insurance operations, with a strong focus on underwriting for APAC markets.
• Minimum 2+ years of audit, quality assurance, or process excellence experience, preferably in a BPO or shared service environment.
• Familiarity with multiple lines of business within commercial or specialty insurance (e.g., Property, Casualty, Marine, Terrorism, Financial Lines, etc.)
• Strong understanding of compliance, control, and documentation standards in underwriting processes.