Quality Assurance Specialist
AIG
- Singapore
- Permanent
- Full-time
- Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team
- Conduct transaction monitoring against quality criteria and standards
- Perform required coaching and close loop management of assessed transactions.
- Participate in call calibration to ensure standardization of quality and compliance auditing.
- Participate in design of transaction monitoring formats and quality standards.
- Use quality monitoring data management system to compile and track performance at team and individual level.
- Participate in enhancement of the Quality Monitoring Program to meet the needs of Contact Centre.
- Develop familiarity with General Insurance Risk, Compliance, Legal and Regulatory requirement and ensure quality monitoring criteria, guidelines are in line.
- Liaise with Risk, Compliance, Legal, Data Protection Officer and other stakeholders to develop common standards and understanding to carry out Contact Centre activities with focus on production and productivity.
- Monitor completion of Quality Assurance Close Loop (Audit – Coaching – Remediation – Tracking) with Operations and Business Support
- Analyse Quality Assurance trends and work with Operations and other units for Continuous Improvement
- Identify training needs through Quality Assurance monitoring across Contact Centre Sales & Service functions
- Provide insight from Quality Assurance and Sales Compliance monitoring to support improvement to Contact Centre Training material development and delivery.
- Administer as and contribute Knowledge Management Systems enhancement and development.
- Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across the centres.
- Generate and analyze reporting to identify gaps and improvements.
- Provide trend data to site management team.
- Prepare and present necessary information on portfolio to provide visibility and identify opportunities.
- Collaborate and work closely with Contact Centre management and other departments across the organisation to facilitate all areas of responsibility.
- Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within the Contact Centre.
- Diploma/Degree or minimum 2 years of relevant Quality Assurance or Contact Centre experience.
- Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
- Certificate in General Insurance preferred
- Proficient in use of Microsoft Office Suite
- Familiarity with Contact Centre Management tools, metrics and technology platforms
- Background in General Insurance preferred
- Strong Communication skills (written, verbal , active listening)
- Time management and prioritization skills to be able to work independently manage workload and meet the required deadlines and targets.
- Excellent Interpersonal skills and people management skills and ability to engage training attendees and stakeholders various levels of organisation.
- Teamwork and collaboration
- Strong problem solving and analytical skills.
- Resilient, resourceful, displays strong initiative, self-directed and motivated.
- Ability to coach for performance, Knowledge and experience in performance management methodologies a bonus.
- Understanding of customer service, experience and/or telemarketing
- Detail oriented