Quality Assurance, Inbound & Governance, Analyst

AIA Company Limited; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Listening skills

Verbal communication

Written communication

Interpersonal skills

Attention to detail

Time management

MS Office

Chinese language

Education

SPM qualification

Degree or Diploma preferred

Tools

Microsoft Office

Job description

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About the Role

To deliver professional, cost effective and quality telesales to achieve the mission and objectives of Direct Channel Sales, as well as to meet the business targets/objectives of the business units who are using our service.

Roles and Responsibilities

• To objectively assess and constructively criticize the quality of phone handling skill of Tele Assist Representative (TA) according to preset criteria.
• To 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.
• To 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.
• To 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.
• To conduct customer satisfaction surveys on Tele Assist Representative (TA) performance.
• To comply with relevant company policies and Direct Channel Sales House Rules & Regulations.

Minimum Job Requirements:

• 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. Knowledge of Microsoft Office Suite Products. Ability to organize, prioritize, adapt to change and work in a fast‑paced environment. Proficiency in Chinese language a plus.

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.