Inbound QA & Call Governance Analyst

AIA; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

AIA is hiring for a Tele Assist quality assurance role in Malaysia. You will deliver professional, cost-effective telesales support to meet Direct Channel Sales objectives and business targets.

The role involves assessing call handling quality, managing QA reports, and coordinating with call center teams to drive improvements. Prior experience in sales/telemarketing is preferred, with strong communication and time-management skills.

Qualifications

• Strong listening, verbal and written communication skills.
• Keen attention to detail and accuracy in QA.
• Good time management in a fast-paced setting.
• Proficiency with Microsoft Office.
• Chinese language ability is a plus.

Responsibilities

• Objectively assess and improve the quality of phone handling by Tele Assist Representatives (TA).
• Handle inbound calls from customers responding to missed calls or inquiries.
• Ensure timely QA reports and calibrate with call center teammates.
• Provide constructive feedback to TSR to uplift performance.
• Identify training needs and brief TSRs on quality objectives.
• Conduct customer satisfaction surveys on TA performance.
• Comply with company policies and Direct Channel Sales rules.

Skills

Communication skills

Attention to detail

Time management

Microsoft Office

Chinese language

Education

SPM or high school

Diploma or degree preferred

Tools

Microsoft Office Suite

Job description

AIA is hiring for a Tele Assist quality assurance role in Malaysia. You will deliver professional, cost-effective telesales support to meet Direct Channel Sales objectives and business targets.

The role involves assessing call handling quality, managing QA reports, and coordinating with call center teams to drive improvements. Prior experience in sales/telemarketing is preferred, with strong communication and time-management skills.