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.
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What We Do
In Asia and Africa, Prudential has been providing familiar, trusted financial security to people for 100 years. Today, headquartered in Hong Kong and London, we are ranked top three in 12 Asian markets with 18 million customers, around 68,000 average monthly active agents and access to over 27,000 bank branches in the region. Prudential is focused on opportunities in the most exciting growth markets in Asia and Africa. With access to over 4 billion people in both these regions, we are investing in broadening our presence and building our leadership in the life and asset management markets. We are committed to making a positive impact on our customers, our employees and our communities by delivering the best savings, health and protection solutions to people so they can get the most out of life. Visit our websites for more information Prudential plc: https://www.prudentialplc.com/ Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
