Data Analyst for Contact Center and Digital Platforms
1 week ago
AIA's Movement towards a Healthier Future
We're embarking on an exciting journey to create a healthier, more sustainable future for everyone.
About the Role
As a Digital Platform and Contact Center Analyst, you will play a crucial role in supporting operational, issues, and enhancement matters for our CRM system and departmental digital initiatives.
- Work closely with IT, business users, and project managers to enhance our CRM system and departmental digital initiatives.
- Engage users in CRM SG enhancement requirements, review functional specifications, and ensure design and business requirements are met.
- Participate in User Acceptance Testing and pilot testing for successful rollout.
- FOLLOW UP WITH DEFECTS MANAGEMENT STATUS WITHIN THE STIPULATED TIME FRAME.
- Assess and analyze CRM issues received across all touchpoints.
- Identify areas to enhance user experience and smooth out user experience with customer feedback and issues reported.
- 2nd LEVEL ESCALATION AND AD-HOC CALL BACK ON REPORTED ISSUES.
- Update, disseminate, FAQ, error messages, recovery action.
- Develop, maintain, and update user guides and FAQs.
- Support change management by creating training materials, SOPs, and conducting training for new launches and enhancements.
- Responsible for communications to ensure timely delivery of information to the targeted audience.
Requirements
- University Degree.
- At least 5 years of experience in the FI or insurance industry is preferred.
- Resourceful and results-oriented individual with a proven track record in driving and achieving results.
- Strong interpersonal skills, energetic, and enthusiastic individual.
- Ability to engage and collaborate with different functions within the company.
- Good communication skills, particularly creative, strong writing skills, and excellent presentation skills.
- Enjoys working in a dynamic and fast-paced environment.
BELIEVE IN BETTER WITH AIA. We give every opportunity to learn, grow, and shape your career - your way.
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