Inbound QA & Call Quality Governance Analyst

AIA Malaysia; Kampung Malaysia Tambahan; On-site; MYR 39,000 - 73,000; Full time

Job summary

AIA Malaysia invites ambitious candidates to join our Direct Channel Sales team as a Tele Assist QA Specialist. You will assess call handling quality, manage inbound customer inquiries, and contribute to continuous improvement of TSR performance.

With strong listening and communication skills, you will produce QA reports, participate in calibration sessions, and help train TSRs to meet quality objectives. Fluency in Chinese is a plus; degree/diploma preferred.

Qualifications

• Education – Minimum SPM qualification. Preferably degree/diploma holders.
• Experience – Preferably with sales/telemarketing/call centre experience
• Certifications/licenses – Not required
• Special skills – Excellent listening, verbal, written, and interpersonal communication skills. Keen attention to detail. Good judgment and decision-making capabilities. An effective time manager who can perform in a fast-paced, deadline-oriented environment.

Responsibilities

• Objectively assess and constructively criticize the quality of phone handling skill of Tele Assist Representative (TA) according to preset criteria.
• Handle inbound calls from customers via inbound hotlines who are responding to missed calls by Tele Assist Representative (TA), product or general inquiries, cancellation of purchase, follow-up on sales confirmation and SMS received due to pending QA.
• Ensure accurate and timely QA report and to hold regular calibration session with the call center counterparts, provide constructive criticism and feedback on vital areas of call quality and performance.
• Highlight areas to improve quality and to recommend ways to continuously uplift TSR performance.
• Identify and recommend training requirement and to hold briefing sessions to TSR to ensure the quality objectives of call center and the quality assurance scheme is adequately communicated.
• Conduct customer satisfaction surveys on Tele Assist Representative (TA) performance.
• Comply with relevant company policies and Direct Channel Sales House Rules & Regulations.

Skills

Listening

Verbal communication

Written communication

Interpersonal skills

Attention to detail

Time management

MS Office

Organization

Prioritization

Adaptability

Education

SPM or higher

Degree/Diploma preferred

Tools

Microsoft Office Suite

Job description

AIA Malaysia invites ambitious candidates to join our Direct Channel Sales team as a Tele Assist QA Specialist. You will assess call handling quality, manage inbound customer inquiries, and contribute to continuous improvement of TSR performance.

With strong listening and communication skills, you will produce QA reports, participate in calibration sessions, and help train TSRs to meet quality objectives. Fluency in Chinese is a plus; degree/diploma preferred.