Customer Contact QA Specialist & Performance Coach

AIA Hong Kong; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance firm based in Kuala Lumpur is seeking a Customer Contact Quality Assurance Specialist. This role focuses on maintaining high support quality across teams to ensure excellent customer treatment. Candidates should have customer service experience, analytical skills, and the ability to communicate effectively. The position involves analyzing performance metrics, providing feedback to agents, and creating strategies for improvement. Join us to help customers live Healthier, Longer, Better Lives.

Qualifications

• Experience in the customer service space.
• Proven track record of analytical skills.
• Hands-on experience in quality assurance.
• Good organizational skills and goal-setting knowledge.
• Understanding of support metrics and business impacts.

Responsibilities

• Maintain and develop internal support and call quality standards.
• Review interactions and assess them based on internal standards.
• Provide feedback and coaching to agents and team leaders.
• Analyze customer service metrics affecting performance.
• Create strategies to improve support KPIs.

Skills

Analytical skills

People skills

Organizational skills

Problem-solving capabilities

Job description

A leading insurance firm based in Kuala Lumpur is seeking a Customer Contact Quality Assurance Specialist. This role focuses on maintaining high support quality across teams to ensure excellent customer treatment. Candidates should have customer service experience, analytical skills, and the ability to communicate effectively. The position involves analyzing performance metrics, providing feedback to agents, and creating strategies for improvement. Join us to help customers live Healthier, Longer, Better Lives.