Quality Assurance Specialist

1 day ago

Tampines, Singapore Income Insurance Limited Full time

As a QA Specialist, you will be responsible for developing and executing quality assurance processes. You will also review these processes and provide feedback to the Customer Servicing team with the overall objective to deliver and maintain quality service to our customers. This role calls for one who is passionate in improving customer experience and nurture people to WOW customers.

Key responsibilities include:

- Perform various communication channel monitoring, evaluation and customer satisfaction rating responses and provide trend data to management team
- Ensure compliance to regulatory requirements and call handling workflow
- Coordinate and facilitate call calibration sessions with team leaders and Customer Service Officers
- Investigate complaints and provide recommendations/action plans to prevent future occurrences
- Analyze all customer service metrics (e.g. CSAT) and how the support team’s performance affects those KPIs
- Review and endorse compliments to ensure compliance to quality standards
- Proactively create and innovate methods to improve call quality and share with Team
- Provide weekly coaching i.e. Face to Face to Individuals and Teams to improve quality performance
- Actively involved in communication forums conducted by Team Leaders with CSOs
- Perform mock calls with new hires post-training to determine readiness for moving into support
- Provide feedback and actionable data to various internal groups like operation managers and team leaders
- Conduct Mystery calls externally and internally to measure/benchmark CC performance and keep up with industry best practices
- Keep abreast of latest organizational changes in products and processes
- Consistently observes and supports company’s culture, policies and procedures
- Establish rapport with Operations through maintenance of high level of morale by exhibiting a positive disposition
- Undertake any assignments as and when assigned

**Qualifications**:

- Bachelor's Degree/ Diploma in any field
- 3-5 years relevant experience in Call Centre and Customer Service
- 2-4 years relevant experience in working in Insurance industry
- Insurance Certifications (BCP/PGI/HI/M9) preferred
- Proficiency in Microsoft Office, especially in Excel and Powerpoint
- Familiar with multi-media systems (audio, video, web-based systems)
- Ability to work efficiently in a high demand, team oriented and fast-paced environment
- Excellent listening and analytic skills
- Self-directed, organized and project a professional image
- Excellent verbal and written communication skills with strong attention to detail
- Good customer service and motivational skills
- Strong ability to handle multiple priorities and projects concurrently
- Possess Quality Assurance or Team Leader role experience in a contact centre is advantageous

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: $3,300.00 - $3,600.00 per month

Schedule:

- Monday to Friday

**Education**:

- Local Polytechnic Diploma (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

  • Engineering Assistant

    3 days ago

    Tampines, Singapore Superform Consulting Pte Ltd Full time

    Job Title: Engineering Assistant (Quality Assurance, IQC) Location: Tampines Working Times: 8am to 5.30pm Basic Salary: up to $3500 Benefits: AWS, Quarterly Bonus, Annual Leave **Responsibilities**: - Perform daily incoming material verification/inspection and to liaise with supplier on claims - Responsible for SAP set up of incoming materials and the...

  • Senior Specialist, Design Assurance

    2 weeks ago

    Tampines, East Region, Singapore Sysmex Asia Pacific Full time $80,000 - $120,000 per year

    Key Job Purpose:The Design Assurance Senior Specialist is responsible to provide focused quality engineering support with new product development, sustaining engineering and post-market activities. The incumbent is to ensure the organization (as Product Owner) adheres to all regulatory and quality standards by effectively managing critical quality systems,...

  • Quality Engineer

    1 week ago

    Tampines, Singapore OTSAW Digital Pte Ltd Full time

    OTSAW SINGAPORE- Posted 3 hours agoProfessional quality position with QA/QC responsibilities, you will play a crucial role in maintaining and improving the quality of our products/services throughout the entire lifecycle. You will collaborate with cross-functional teams to identify quality issues, develop and implement quality improvement initiatives, and...

  • Quality Operations Specialist

    2 weeks ago

    Tampines, Singapore TD SYNNEX Full time

    **Are you ready to make a BIG impact with TD SYNNEX?** In addition to a competitive benefits package, we provide our co-workers with opportunities to get involved in well-being seminars and programming, employee-led Business Resource Groups (BRGs), leadership development tracks, special industry events, and much more. The Quality Operations Specialist...

  • Facial Specialist

    5 days ago

    Tampines, Singapore The Honest People Full time

    Join our team at a reputable wellness spa in Singapore, dedicated to providing exceptional skincare services and promoting holistic well-being. We pride ourselves on offering personalized facial treatments rooted in natural and effective skincare techniques. Our goal is to help our clients achieve radiant, healthy skin while providing a relaxing and...

  • Asia Is/it Specialist

    5 days ago

    Tampines, Singapore Nestle Full time

    **Position Snapshot** Location: Changi Business Park, Singapore Company: Nespresso Singapore Type of contract: Permanent **Position Summary** Joining Nespresso means embarking on a unique adventure within a growing, innovative company. At Nespresso, you will learn about our passion for perfection and for the exceptional, and about our values, which are...

  • Workforce Management

    3 days ago

    Tampines, Singapore Nestlé Full time

    **Position Snapshot**: Company: Nestle Nespresso Type of contract: Permanent **: **Position Summary**: **Nestlé Nespresso International** Nestlé Nespresso has been one of the most successful operating unit of the Nestlé Group, the world's leading food, beverage, nutrition and wellness company. It has pioneered the portioned coffee market to provide...

  • Tender/quotation Specialist

    1 day ago

    Tampines, Singapore HITACHI ENERGY SINGAPORE PTE. LTD. Full time

    **Description** **Mission statement**: Lead tendering activities of operating unit to assure cost-effective project deliverables in accordance with contract specifications, quality standards, schedule, and safety requirements during the start-up, construction and/or erection, commissioning, maintenance phases. Responsible for administrating,...

  • Asia Isit Specialist

    1 week ago

    Tampines, Singapore Nestle Operational Services Worldwide SA Full time

    **Position Snapshot** Location: Changi Business Park, Singapore Company: Nespresso Singapore Type of contract: Permanent **Position Summary** Joining Nespresso means embarking on a unique adventure within a growing, innovative company. At Nespresso, you will learn about our passion for perfection and for the exceptional, and about our values, which are...

  • Fullstack Java Lead

    3 days ago

    Tampines, Singapore Wipro Limited Full time

    **Role Purpose**: The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. **͏**: - Experience that will demonstrate proficiency and ease with one or more programming languages, quality assurance,...