Quality & Training Executive

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

**What you need to know**:
Primary scope includes the delivery of Contact Centre Training, management of Knowledge Management and Management of Quality Assurance Framework.

Training

Identify and conduct training needs analysis across Contact Centre Sales& Service functions
Own, design, develop, maintain and periodically review Contact Centre training requirements, training delivery materials and content, templates, associated logistics, scheduling and administration activities across all AIG functions for all supported lines of business and activities.
Conduct Training for new and existing staff including but not limited to; Compliance, Customer Service & Sales skills, Product, Systems and Role Play training.
Design and develop initiatives related to the new-hire, refresher, and staff development and training needs, recommend appropriate learning and job support solutions.
Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.

Knowledge Management

Lead and facilitate Knowledge Management Framework within Contact Centre which includes training documentation and material, portal management and information dissemination.
Identify, streamline and source relevant information to enhance content, delivery, user interface and experience.
Close knowledge gaps with an aim to lower handling time, improved first contact resolution, higher customer satisfaction and experience and improved sales conversion and retention.
Administer as and contribute Knowledge Management Systems enhancement and development.

Quality Assurance and Management

Participate in design of transaction monitoring formats and quality standards.
Use quality monitoring data management system to compile and track performance at team and individual level.
Lead enhancement of the Quality Monitoring Program to meet the needs of Contact Centre.
Develop familiarity with General Insurance Risk, Compliance, Legal and Regulatory requirement and ensure quality monitoring criteria, guidelines are in line.
Liaise with Risk, Compliance, Legal, Data Protection Officer and other stakeholders to develop common standards and understanding to carry out Contact Centre activities with focus on production and productivity.
Monitor completion of Quality Assurance Close Loop (Audit - Coaching - Remediation - Tracking) with Operations and Business Support
Analyse Quality Assurance trends and work with Operations and other units for Continuous Improvement
Where necessary for calibration and coverage, conduct transaction monitoring against quality criteria and standards, perform required coaching and close loop management of assessed transactions.

Overall

Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across the centres.
Generate and analyze reporting to identify gaps and improvements.
Provides trend data to site management team.
Prepare and present necessary information on portfolio to provide visibility and identify opportunities.
Collaborate and work closely with Contact Centre management and other departments across the organisation to facilitate all areas of responsibility.
Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within the Contact Centre.

**What we’re looking for**:
Diploma/Degree or relevant working experience.
Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
Certificate and background in General Insurance preferred
Familiarity with Contact Centre Management tools, metrics and technology platforms.
Excellent Interpersonal and people management skills to engage trainees and stakeholders various levels of organisation.
Ability to coach for performance, knowledge and experience in performance management methodologies a bonus.
In depth understanding of customer service, experience and/or telemarketing

LI-RO1

We are an Equal Opportunity Employer

American International Group,