Specialist, Contact Centre UAT and QA at Prudential plc

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Service Cloud, User Acceptance Testing, Quality Assurance, Call Routing, Case Management, Omni-channel, CTI Integration, IVR Workflows, JIRA, ServiceNow, Test Script Preparation, SOP Documentation, Defect Tracking, Data Analysis, Stakeholder Management, Operational Governance

Industry

Financial Services

Description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. ROLE PURPOSE: Ensure operational quality and support the seamless migration of contact centre workflows to Salesforce Service Cloud. Own QA processes for call routing, case handling, and omni channel features, while supporting system testing, UAT readiness, and training initiatives. JOB DESCRIPTION : SCOPE OF WORK Validate contact centre workflows, including call routing, case management, and omni‑channel features in Salesforce. Test CTI integrations and IVR workflows for accuracy and stability. Conduct end‑to‑end QA for agent desktop functionalities and escalation flows. Document and track defects in JIRA/ServiceNow, ensuring timely resolution within SLA. Support UAT planning and execution, including test script preparation and coordination with business users. Maintain QA documentation, including SOPs, test cases, and change logs. KEY RESPONSIBILITIES This role is accountable and responsible for the following: Execute QA test plans for contact centre processes and integrations. Monitor and report QA metrics, defect trends, and resolution timelines. Collaborate with stakeholders to address gaps and improve workflows. Prepare QA reports and recommend continuous improvements. Ensure compliance with operational standards and governance. Facilitate UAT sign‑off and go‑live readiness. DELIVERABLES Test cases covering contact centre workflows. Integration validation reports and defect logs. UAT completion documentation and sign‑off records. Training support materials for contact centre teams. Weekly QA performance reports with recommendations. KPI/KEY METRICS : SLA adherence (FRT and ART). Backlog size/ageing and reduced re‑open rates. Operational QA scores (non‑UAT). Customer satisfaction metrics (CSAT/NPS, where applicable). Incident resolution SLA compliance. Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. We are Prudential. For Every Life, For Every Future. Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa. We are served by around 68,000 average monthly active agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn

Responsibilities

The specialist will own quality assurance processes for contact centre workflows and support the migration to Salesforce Service Cloud. They are responsible for executing test plans, monitoring defect trends, and facilitating UAT sign-off to ensure operational readiness.