Quality Assurance Executive

2 weeks ago

Downtown Tanjong Pagar, Singapore HL Assurance Pte Ltd Full time $40,000 - $60,000 per year

Kickstart Your Career with Us

We 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 apply
  • Good 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 NOW

Interested applicants, please forward your detailed resume, stating qualifications, work experience, availability, current and expected salaries.

We regret that only shortlisted candidates will be notified.

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