Quality Assurance Specialist

Your contribution at AIG

As a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business.

Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team
Conduct transaction monitoring against quality criteria and standards
Perform required coaching and close loop management of assessed transactions.
Participate in call calibration to ensure standardization of quality and compliance auditing.
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.
Participate in 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
Identify training needs through Quality Assurance monitoring across Contact Centre Sales & Service functions
Provide insight from Quality Assurance and Sales Compliance monitoring to support improvement to Contact Centre Training material development and delivery.
Administer as and contribute Knowledge Management Systems enhancement and development.
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.
Provide 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 are looking for

Diploma/Degree or minimum 2 years of relevant Quality Assurance or Contact Centre experience.
Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
Certificate in General Insurance preferred
Proficient in use of Microsoft Office Suite
Familiarity with Contact Centre Management tools, metrics and technology platforms
Background in General Insurance preferred
Strong Communication skills (written, verbal, active listening)
Time management and prioritization skills to be able to work independently manage workload and meet the required deadlines and targets.
Excellent Interpersonal skills and people management skills and ability to engage training attendees and stakeholders various levels of organisation.
Teamwork and collaboration
Strong problem solving and analytical skills.
Resilient, resourceful, displays strong initiative, self-directed and motivated.
Ability to coach for performance, Knowledge and experience in performance management methodologies a bonus.
Understanding of customer service, experience and/or telemarketing
Detail oriented

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Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

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