Service Quality and Development Specialist
2 weeks ago
Job Description:
- Responsible for conducting Quality assessment for Customer Service Representative of all service touch points as specified by the Transaction Monitoring Methodology and Procedures
- Support Coaching Effectiveness of Frontline Supervisors
- Implement Quality Audit practice in the in-house and outsource contact center
- To collate and document call monitoring results, analyze, and recommend opportunities to Line Manager for continuous improvement on a monthly basis
- To play a key role in the delivery of product knowledge for Customer Service Representative
- Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed
- Stay informed as to relevant skill and qualification levels required by staff for effective performance and circulate requirements and relevant information to the organization as appropriate
- Produce project plans to meet training and development needs, and manage training delivery, measurement, and follow-up as necessary
- Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy, HR workshops etc.)
- Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training and ensure all training activities and materials meet with relevant project and organizational requirements
- Conduct regular group and one-on-one trainings with Customer Service Representative
- Develop self and always maintain knowledge in relevant field
Qualifications:
- Bachelor's degree in any fields
- At least 2 years of experience in contact center management
- Experience in insurance business is preferable
- Understanding of core business principles both individual life, Investment product and group business
- Training & facilitator experienced
- Experienced in quality control and assessment is preferable
- Understanding Insurance business knowledge
- Strong leadership skill and excellent assessor skill
- Emotion control and Problem-solving skill
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