Inbound Call QA & Governance Analyst

AIA Company Limited; Kuala Lumpur; Presencial; MYR 28.000 - 45.000; Jornada completa

Descripción de la vacante

AIA Company Limited in Malaysia seeks a QA specialist to assess Tele Assist Representatives' phone handling, aiming to improve call quality and meet Direct Channel Sales targets. The role requires SPM qualification, with diplomas/degrees preferred, and experience in sales or call centres.

Strong listening, verbal and written communication, and MS Office skills are essential, with Chinese language a plus. The incumbent will conduct customer satisfaction assessments, coordinate QA reporting, and

Formación

• Minimum Education: SPM; Diploma/Degree preferred.
• Experience: preferably in sales/telemarketing/call centre.
• Strong listening, verbal and written communication; good interpersonal skills.
• Excellent time management and ability to work in fast-paced environment.

Responsabilidades

• Objectively assess and critique Tele Assist Representative call handling quality.
• Handle inbound customer calls via hotlines for inquiries, cancellations, and QA follow-ups.
• Prepare accurate QA reports and conduct calibration sessions with call center peers.

Conocimientos

Listening skills

Verbal communication

Written communication

Interpersonal skills

Attention to detail

Time management

MS Office

Chinese language

Educación

SPM qualification

Degree or Diploma preferred

Herramientas

Microsoft Office

Descripción del empleo

AIA Company Limited in Malaysia seeks a QA specialist to assess Tele Assist Representatives' phone handling, aiming to improve call quality and meet Direct Channel Sales targets. The role requires SPM qualification, with diplomas/degrees preferred, and experience in sales or call centres.

Strong listening, verbal and written communication, and MS Office skills are essential, with Chinese language a plus. The incumbent will conduct customer satisfaction assessments, coordinate QA reporting, and