Job ref no.: 65392216-R-0001681
FWD Life Insurance Company (Bermuda) Limited

Senior Officer/ Officer, Quality Enhancement

FWD Life Insurance Company (Bermuda) Limited

  • 5-day week
  • Discretionary bonus
  • Medical plan

FWD spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore and Vietnam, offering life insurance across its markets. In Hong Kong, FWD also provides general insurance, employee benefits, pension and financial planning services. FWD’s strategic focus is to leverage technology to create fresh customer experience, deliver easy-to-understand products, and achieve its vision to become the leading pan-Asian life insurer that changes the way people feel about insurance.

FWD is the insurance business arm of investment group, Pacific Century Group. The life insurance and general insurance operating entities of FWD Hong Kong have been assigned strong financial strength ratings by international rating agencies. While FWD Life Insurance Company (Bermuda) Limited has been affirmed ‘A3’ by Moody's and ‘A’ by Fitch, FWD General Insurance Company Limited has also received ‘A’ rating from Fitch, all with a stable outlook.

In Hong Kong & Macau, FWD has been providing quality services to around 487,000 customers with over 600+ staff.

If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.

Job Summary

  • Ensure high quality service by conducting regular call assessment
  • Work closely with other teams by providing feedback and suggestions to achieve business goals
  • Assist in sales/customer engagement training programs and scripting
  • Be part of the team in leading engagement center quality enhancement programs

The Job

  • To conduct random call monitoring on sales and customer engagement areas to check if the quality of calls can meet the pre-set requirements and comply with company/industry guidelines
  • To ensure the quality of all successful sales in the engagement center are meeting the requirements from the perspective of company and regulators
  • To compile regular reports for reviewing and tracking of call performance
  • To develop tools including scripts, insurance related analysis and call library
  • To identify areas of improvement and deliver coaching to front line staff to help improve productivity and level of service
  • To assist trainer to conduct training and perform role-play if necessary
  • To trial test various programs and provide systematic feedback to manager to analyze the script effectiveness
  • To perform recruitment drilling with potential candidates and provide objective feedback to interviewer

The Person

  • Bachelor degree holder
  • Minimum 5 years’ experience in customer service
  • Experience in quality assurance would definitely be an advantage
  • Pass in IIQAS exam, preferably with Paper 1, 2, 3 & 5
  • Excellent command of written and spoken English and Chinese
  • Proficient in PC applications, including Microsoft Word, Excel and Chinese word processing
  • Well-organized, independent and able to work under pressure
  • Dynamic and a team player with good interpersonal skills
  • Candidate with less experience will be considered for the position of Officer

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.

More job information
Job ref no. 65392216-R-0001681 (CT3115925-01#0003)
Job Function
  • Kwai Fong
Employment Term
  • Permanent
  • Full-time
  • 3 years - 5 years
Career Level
  • Entry level
  • Diploma or equivalent