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)

  • Internal Medicine Specialist

    2 days ago

    Central Region, Singapore Beecroft Animal Specialist Services Full time $120,000 - $240,000 per year

    Job description:The RoleWe are seeking an experienced and passionate Internal Medicine Specialist to join our multi-disciplinary veterinary team in Singapore. The ideal candidate will hold a veterinary degree and specialist board certification in Internal Medicine, and must be eligible to obtain a veterinary license from the Agri-Food & Veterinary Authority...

  • Quality Assurance Specialist

    2 days ago

    Central Region, Singapore Reeracoen Singapore Pte Ltd Full time $90,000 - $120,000 per year

    Job title: Quality Assurance SpecialistReference ID: 36842Our client is a Japanese chemical manufacturing company. The Quality Assurance Specialist will be responsible for conducting audits, investigating incidents and quality issues, and facilitating collaboration across different departments, plant teams, and global quality teams. 【Responsibilities】-...

  • Sales Coordinator

    2 days ago

    West Region, Singapore SERVICE QUALITY CENTRE PTE. LTD. Full time $30,000 - $60,000 per year

    The Sales Coordinator plays a key role in supporting the Sales Manager for Public Run courses. The position is responsible for coordinating course registrations, payments, and client follow-ups to ensure smooth enrolment and class execution. The role also requires proactive customer engagement, particularly in managing class deferments or cancellations, and...

  • Quality Manager

    2 days ago

    Central Region, Singapore Private Advertiser Full time

    Job Description:As the Quality Manager, you will be responsible for ensuring operational excellence, regulatory compliance, and continuous improvement across all childcare and student care centres under the company. You will serve as the central point of contact for communications with government agencies, parents, and stakeholders, while upholding the...

  • Pharmacy Technician

    2 days ago

    Central Region, Singapore National Skin Centre Singapore Full time $4,000 - $6,000 per year

    Company description: The National Skin Centre (NSC), a member of NHG Health, is an outpatient specialist dermatological centre with a team of dermatologists who have the experience and expertise to treat a wide variety of skin conditions.The Centre also aims to facilitate subspecialisation and be the national focus for the treatment, research, and training...

  • Sales Specialist

    1 week ago

    Central Region, Singapore Adecco Personnel Pte Ltd. Full time $40,000 - $80,000 per year

    Sales SpecialistA leading tech MNCThe OpportunityAdecco is partnering our client, a famous Tech MNCWe are looking for a Sales SpecialistThe role will start out as a contractCandidates who are immediately available/ able to start work within short notice will be preferredThe TalentAt least five years of direct sales, operations and customer service...

  • Associate Executive, Finance

    2 days ago

    Central Region, Singapore National Skin Centre Singapore Full time $40,000 - $60,000 per year

    Company description: The National Skin Centre (NSC), a member of NHG Health, is an outpatient specialist dermatological centre with a team of dermatologists who have the experience and expertise to treat a wide variety of skin conditions.The Centre also aims to facilitate subspecialisation and be the national focus for the treatment, research, and training...

  • Retail Assistant

    7 hours ago

    Central Region, Singapore National Skin Centre Singapore Full time $30,000 - $40,000 per year

    Company description: The National Skin Centre (NSC), a member of NHG Health, is an outpatient specialist dermatological centre with a team of dermatologists who have the experience and expertise to treat a wide variety of skin conditions.The Centre also aims to facilitate subspecialisation and be the national focus for the treatment, research, and training...

  • Retail Training Specialist

    2 days ago

    Central Region, Singapore Adecco Personnel Pte Ltd. Full time $60,000 - $120,000 per year

    To conduct & track engaging boutique trainings, coaching, onboarding, and quality visits, while monitoring progress & supporting training initiatives.Adecco partners with a renowned luxury watchmaker, celebrated for creating high-precision, innovative timepieces that combine heritage, artistry, and modern design.The Job:Conduct engaging refresher and mini...

  • Bank Customer Service Call Centre

    7 hours ago

    Central Region, Singapore Adecco Personnel Pte Ltd. Full time $35,000 - $45,000 per year

    The OpportunityThis is an exciting opportunity for a Call Centre Associate to join their teamThis will start off as a 1 year contractThe JobConsistently meet the Customer Centre targets set (KPIs) without compromising quality of service deliveryEnsure accuracy and compliant for all customers' requestsSuccessfully cross-buy the Bank's products and...