Quality Assurance

6 days ago

Singapore INCOME INSURANCE LIMITED Full time

**Description -**
- Support performance improvement, productivity and effectiveness of the Quality Assurance and Training (QA&T) section through management of learning management systems, overview of training resources and reporting and analysis of relevant data, performance metrics and operating results.
- Generate insights and recommend solutions to drive knowledge and departmental improvement in the center through engagement with stakeholders i.e. Contact Centre Manager, team leaders etc
- Work effectively in a team environment by supporting change and adding value to shape the customer service in organization.
- Conduct regular training needs analysis to identify training and development requirements through consultation and collaboration with relevant stakeholders.
- Design and expand current training and development new programs based on organizational and training needs analysis findings not limited to manual, materials and knowledge base.
- Manage administration of Learning Management System (LMS) and compliance training to ensure change management processes are followed.
- Deliver both classroom and OJT including but not limited to new hires, operations, new product, etc
- Facilitate programs and implement on-going initiatives that improve the transfer of customer service skills.
- Monitor, analyze and review the progress of individual trainees and current staff to ensure they achieve productivity targets and deliver high level of customer satisfaction through performance results.
- Ongoing review and analysis of training metrics and data to develop actionable insights and recommend appropriate changes to improve performance.
- Have an understanding of e-learning techniques and where relevant, be involved in the creation and/or delivery of e-learning modules.
- Ensure that training processes and procedures are developed, maintained, documented and executed.
- Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews.
- Continuously review and develops quality assurance and monitoring procedures by conducting analyses; identifying critical improvement points and preventive measures.
- Prepare quality documentation and reports (Weekly, monthly) through collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
- Act as the main contact point for all inter-department feedback and complaint handling, liase with affected business units to determine the cause of issue and for resolution for customers, ensure prompt resolution. Investigating day to day feedback and complaints relating to authorities.
- Study customer issues and identify service gaps in the customer journey, recommending improvements in work processes or systems based on identified gaps and performing various channels evaluation.
- Participate in organization system change projects as needed to identify and minimize downstream impact.
- Undertake any assignments as and when assigned.

**Qualifications -**
- Obtained a Degree certification
- 5 years leadership experience in working in Call Center and Customer Service
- Manage a team of Trainers and/or Quality Assurance Team
- Insurance Certifications - BCP/PGI/HI/M9
- ACTA, preferred

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