The main role of a QA Executive is to ensure that standard of service quality at the Customer Care Centre is consistently provided to our customers over various channels of contact (such as phone, emails, SMS).
This role calls for one who is passionate in improving customer experience and nurture people to WOW our customers.
You will be responsible for:
Reviewing, executing quality assurance processes and make recommendation to the Management on the overall objective to improve customer experience of our customers.
Your day-to-day activities:
- Investigate and provide findings on feedback received by the management through MAS, GIA and other related authority, such as FIDREC. This will include making recommendation and drafting replies to address and resolve any complaints
- Perform regular review on calls and email handled by team members, including team leaders within the Customer Care Centre to ensure compliance to regulatory requirements and call handling workflow.
- Conduct evaluation and customer satisfaction rating received via feefo responses. Provide report and trend data to our management team.
- Analyze all customer service metrics, accuracy & quality scorecard of our agents and how the performance affects our overall customer experience and KPIs.
- Conduct UAT testing for all new initiatives and enhancement to ensure zero error prior to production.
- Proactively create, innovate, and share initiatives to improve work quality.
- Provide monthly coaching on QA score to Individuals and Teams to improve quality performance.
- Provide feedback and actionable data to various internal groups like operation managers and team leaders on work process.
- To assist and cover Training/Refreshers when required.
- Undertake any related assignments as and when assigned.
Job Requirements:
- Minimum 2-3 years relevant experience in Call Center, Sales Center and Customer Service roles.
- Insurance Certifications (BCP/PGI/ComGI) required.
- Proficient in Microsoft Office, especially with Excel and Powerpoint.
- Thrive working in a team oriented and fast-paced environment.
- Excellent listening and analytical skills
- Great multi-tasker, self-directed and organized.
- Excellent verbal and written communication skills with strong attention to detail.
- Diploma in any field.
