Responsibilities
• Evaluate individual staff performance through regular quality audits to ensure all customer interactions meet professional, quality and compliance guidelines
• Conduct regular call sharing with staff to ensure alignment of best practices and high service standards
• Identifying training and development needs through analysing data to identify areas of improvement
• Conduct thematic reviews examining themes across multiple products, services or processes to identify trends, patterns and common issues
• Supporting in the design of training and development programmes based on the needs of the organization and the individual;
• Supporting in evaluation of training and development programmes;
Requirements
• A recognized degree / Graduate
• Knowledge/working experience of Singapore Insurance is preferred
• Good learning attitude, analytical, problem solving and with good time management skills.
• Excellent interpersonal and communication skills with an ability to write well
• Experience in a customer service environment or related position, preferably in a financial industry
• Must be proficient in English language
• Committed, self-disciplined, Customer Service oriented, able to multitask with an eye for details.
• Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment
• Team worker, works well under pressure and self-driven
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