Quality Assurance, Inbound & 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

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-breaking 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.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what "better" looks like.