Customer Contact (Quality Assurance), Specialist

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

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

As a Customer Contact Quality Assurance Specialist your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Roles and Responsibilities:

• Maintain and develop internal support and call contact quality standards.
• Review a subset of interactions/conversations (calls, emails, chat, etc).
• Assess interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback (coaching, workshops and etc.)
• Discuss and explain feedback with agents & Team-leaders in regular meetings.
• Analyze all customer service metrics (e.g. CSAT, FRT/FCR) and how the Service team’s performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance or drive High Performance Culture.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Minimum Job Requirements:

• Experience in the customer service space.
• Proven track record of analytical skills. · Hands-on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable of goal-setting practices; Examples of data visualization abilities and understanding of support metrics.
• Perception of basic business metrics and how support impacts.
• Problem-solving capabilities to create meaningful strategies to improve support quality.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.