Quality & Training Specialist, Contact Centre

2 days ago

Central Region, Singapore HL Assurance Pte Ltd Full time $60,000 - $80,000 per year

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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