Job Purpose

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 and 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 operations 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 optimize performance.

• Escalate and 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 walkthroughs, sample testing, and control owner self-assessments (CSA) to ensure risks are managed effectively.

• Build Stakeholder Relationships: Foster strong partnerships with business contacts, Risk Champions, and operations 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 and 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 center environment, with direct experience in quality assurance, call monitoring, or supervising call quality teams. Previous roles in telemarketing, sales, customer service, claims handling, or pre-authorization within the insurance industry are highly desirable.

Skills: 

• Strong organizational abilities to juggle multiple projects and deadlines.

• Excellent verbal and written communication in English and Cantonese, with confident presentation skills and a professional demeanor.

• 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 comprehensive remuneration packages 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 application with Bupa. Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.

Bupa – A global healthcare specialist\nBupa began in the UK in 1947. We fund and provide healthcare services to fulfil our purpose of helping\npeople live longer, healthier, happier lives.\nOur diversified services include health insurance, clinics, hospitals, dental centres care homes, and more.\nWe employ over 80,000 people, principally in the UK, Australia, Spain, Poland, Hong Kong, Chile, Brazil, Saudi Arabia, India, New Zealand, and the US.With\nno shareholders, we reinvest our profits to provide more and better healthcare for customers.\nBupa is UK’s largest health insurer.* In Hong Kong, we are known as the health insurance specialist providing domestic and international health insurance. We have gained\nthe trust of more than 400,000 individuals, and 3,200 companies including major corporations in public utility and telecom industries.We have been providing quality health insurance for\nHong Kong’s civil servants for more than 20 years.\nBupa also provides primary care services through Quality HealthCare Medical Services (QHMS), one of Hong Kong’s largest private clinic networks.\n＊Source: Laing Buisson Health Cover UK Market Report 15th Edition, published 16\nOctober 2018, in terms of market share among private medical insurance providers