Quality Assurance Executive

8 hours ago

Singapore HL Assurance Pte Ltd Full time

Kickstart Your Career with UsWe are looking for enthusiastic and driven individuals who are passionate about customer experience and eager to build a career in the insurance and contact centre industry. As a Quality Assurance Executive , you will gain hands-on experience in quality assurance, training, and coaching while working closely with experienced leaders. Job Responsibilities: Reporting to the Head of Contact Centre, you shall be responsible to: Manage and assess the phone & non-phone transaction monitoring of Relationship Officers to ensure all customer interactions meet professional, quality and compliance guidelines. Conduct call quality Calibration session with Team Leaders and Managers to ensure standardization of compliance auditing and excellent customer satisfaction. Perform thorough call investigations and provide call findings on all escalated cases and logged complaints or feedback from customers till resolution. Provide service and sales coaching to Contact Centre staff with recommended call scripts to improve staff service delivery and sales production. Ensure required CPD training hours for Contact Centre staff are fulfilled. Be regularly updated on the market regulatory changes to the PDPA and DNC; recommend initiative to our Company’s practices in alignment of such policies. Prepare and analyze Quality & Training reports Any other tasks or projects as assigned by the Head of Contact Centre. Job Requirements : Diploma/Degree holders in any discipline. Entry-level candidates are welcome to applyGood communication and presentation skills (both written and verbal). A positive, self-motivated, and detail-oriented individual with a strong learning attitude. Able to multitask, analyze problems, and manage time effectively. Comfortable working independently in a fast-paced environment. Proficient in MS Office and basic computer systems. GI certifications (BCP, PGI & ComGI) will be an advantage, but not mandatory — training support will be provided. Other Information and Benefits 5-day work week (9am - 6pm)10-15 mins walk from Tanjong Pagar MRT Attractive remuneration package, annual leave entitlement, outpatient and dental benefits,group hospitalization and surgical, personal accident and term life insurance, etc. Your Career, Our Passion - COME JOIN US NOWInterested applicants, please forward your detailed resume, stating qualifications, work experience, availability, current and expected salaries. We regret that only shortlisted candidates will be notified. #J-18808-Ljbffr

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