Quality & Training Specialist, Contact Centre
2 days ago
Reaching Out To You: HL Assurance Pte. Ltd. ("HLAS") is a licensed general insurance company in Singapore, a subsidiary of Hong Leong Financial Group Berhad ("HLFG") and a member of the Hong Leong Group.
Quality & Training Specialist, Contact Centre
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.
- Develop and conduct Training program for new and existing staff (e.g. Orientation, product training, role play, systems training, in-house training, etc.)
- 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 or Degree holder in any field with GI certifications (BCP, PGI & ComGI).
- At least 3 years of relevant quality audit and training experience in a contact centre environment preferably in the insurance or financial industry.
- Strong knowledge of Quality Assurance tools, concepts and methodologies.
- Excellent interpersonal and people management skills, verbal & written communication and presentation skills.
- Committed, self-disciplined, Customer Service and/or Sales oriented, multitasking and with an eye for details.
- Good learning attitude, analytical, problem solving and time management skills.
- Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment.
- Proficient in MS Office and computer systems.
Other Information and Benefits
- 5-day work week (Mon- Fri, 9 am - 6 pm)
- Walking distance from Tanjong Pagar MRT
- Attractive remuneration package, variable performance bonus, 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 to
(We regret that only shortlisted candidates will be notified)
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