Job ref no.: CT3116513-01#0601

Quality Assurance Specialist

AIA

Job Summary
Provides objective call assessment on the quality of phone handling skills of frontline staff according to the preset criteria, and delivers training to frontline staff in order to ensure the quality objectives of Contact Management and the quality assurance scheme is adequately communicated; and assists Team Heads to provide complaint investigation.

Job Responsibilities
Call Quality Monitoring
Provides objective call assessment and constructive criticism on the quality of service handling skills of frontline staff according to the preset criteria;
Holds regular calibration sessions with the frontline counterparts, provide constructive criticism and feedback on vital areas of service quality and performance;
Prepares regular and on demand service monitoring report to Team Leaders for individual performance tracking;
Provides instant quality assessment through onsite floor patrol and coaching to support frontline service;
Conducts regular mystery shopping to monitor call/walk-in service quality

Training and Development
Delivers quality assurance mechanism and the measuring criteria to frontline service;
Reviews and fine-tunes continuously the quality assurance mechanism to ensure it meets with the business requirements and customer expectations;
Facilitates the benchmarking on our quality standard with the market trend on an on-going basis;
Provides feedback on strengths and weaknesses of the frontline staff’s call handling performance and to recommend ways to continuously uplift the quality;
Identifies and recommends the training needs by monitoring the QA trends;
Formulates training plans with relevant parties to ensure frontline staff are well equipped with service skill/job knowledge;
Assists in formulating reward and recognition programs to reward the top performers on QA perspective;
Holds briefing sessions to frontline staff to ensure the quality objectives of Call Centre and the quality assurance scheme is adequately communicated

Complaint Investigation
Assists Team Heads to conduct on demand complaint investigation by facilitating in-depth tape recording review and preparing case summary report

Other responsibilities
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements

Job Requirements
Tertiary education graduate in any discipline, or secondary education graduate with 4 years working experience
Minimum 3 years relevant working experience of which 1 year is in supervisory position
Hands-on experience in customer service
Basic insurance and pension knowledge would be definitely an advantage

We offer an attractive remuneration package to the successful candidate. Please submit your application by clicking Apply Now for our processing.

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More job information
Job ref no. CT3116513-01#0601
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 3 years - 4 years
Career Level
  • Non-management level
Education
  • Degree