Assistant Manager, Contact Centre Quality & Resolution

Great Eastern; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading insurance provider in Kuala Lumpur is seeking an Assistant Manager for the Contact Centre. This role involves monitoring quality for calls and emails, coaching staff, and managing escalation cases. Candidates should have a tertiary qualification and at least 4 years of experience in the life insurance sector, ideally with call centre exposure. Strong problem-solving and decision-making skills are essential for success in this position.

Qualifications

• Minimum 4 years of experience in a Life Insurance company, preferably in Customer Service or Call Centre.

Responsibilities

• Conduct quality monitoring for Call Centre, Frontline and Email unit.
• Conduct staff coaching & monthly QA discussions.
• Handle escalation for the Contact Management team.

Skills

Problem-solving skills

Decision making skills

Education

Tertiary qualification in Communication, Management, Business Administration or Insurance

Job description

Assistant Manager, Contact Centre Quality & Resolution

• To conduct quality monitoring for Call Centre, Frontline and Email unit.
• To conduct staff coaching & monthly QA discussion
• To conduct call calibration session
• To formulate and enhance quality monitoring guidelines including TL coaching
• Any other task as assigned
• Responsible for handling escalation for Contact Management team
• To analyze the escalation cases received and provide suggestion for improvement
• Any other task as assigned

Requirement:

• Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
• Experience of at least 4 years in Life Insurance company. Preferably with Customer Service or Call Centre experience
• Solving problems & Decision making skills