Inbound QA & Call Quality Governance Analyst

AIA Digital+; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

AIA Digital+ is seeking a QA-focused telesales professional in Kuala Lumpur to assess and improve Tele Assist Representative call handling. You will review calls, provide constructive feedback, and support calibration with call center teams to meet quality standards and sales objectives.

Strong listening, verbal and written communication skills, attention to detail, and the ability to work in a fast-paced environment are essential.

Qualifications

• Education – Minimum SPM qualification; degree/diploma preferred.
• Experience – Preferably with sales/telemarketing/call centre experience.
• Certifications/licenses – Not required.
• Special skills – Excellent listening, verbal, written, and interpersonal communication; attention to detail; time management; MS Office; ability to adapt in fast-paced environment; Chinese language a plus.

Responsibilities

• Assess and critique Tele Assist Representative phone handling quality using preset criteria.
• Handle inbound customer calls from hotlines, sales inquiries, cancellations, and follow-ups.
• Ensure accurate QA reports and participate in calibration sessions with call center partners.
• Highlight areas for quality improvements and suggest ways to uplift TSR performance.
• Identify training needs and conduct TSR briefings to communicate quality objectives.
• Conduct customer satisfaction surveys on TA performance.
• Comply with company policies and Direct Channel Sales rules and regulations.

Skills

Listening skills

Verbal communication

Written communication

Interpersonal skills

Time management

Education

SPM qualification

Degree/Diploma preferred

Tools

MS Office

Job description

AIA Digital+ is seeking a QA-focused telesales professional in Kuala Lumpur to assess and improve Tele Assist Representative call handling. You will review calls, provide constructive feedback, and support calibration with call center teams to meet quality standards and sales objectives.

Strong listening, verbal and written communication skills, attention to detail, and the ability to work in a fast-paced environment are essential.