Quality Review and Audit Associate Analyst

Location: Kuala Lumpur, Malaysia

Company

Cigna Healthcare supports customers through the healthcare system and helps them make informed decisions to improve their health and vitality.

What you will do

• Perform quality audits across International Health Books of Business, including APAC, GHB Europe, GIH, and IOH.
• Audit Call, Written, Claims, Complaints, and other communication segments for accuracy, consistency, and compliance.
• Flag errors, process gaps, and risks, with a focus on affordability and customer experience.
• Conduct root cause analysis, identify communication pain points, and communicate trends and findings in monthly Operations meetings.
• Support the development and improvement of audit processes, procedures, focus audits, projects, and third-party audits.
• Coach or provide feedback to operational staff and support other audit lines when specific language knowledge is applicable.

Requirements

• At least one year of experience in the relevant International Health Book of Business and segment.
• Proficient English is required.
• Strong analytical, listening, questioning, communication, and presentation skills.
• Ability to interpret observations, make logical decisions, explain audit findings, and provide constructive feedback.
• Ability to prioritize multiple tasks, work independently and collaboratively, and support staff with different experience levels, learning styles, and cultural backgrounds.

Nice to have

• Experience in audit, training, or coaching.
• Additional language knowledge.

Culture & Benefits

• Work within a culture focused on continuous process improvement, innovation, and quality.
• Collaborate with Quality Management, Operations, auditors, and leadership across multiple business lines.
• Support new projects, initiatives, and cross-skilling across other Books of Business.