Service Assurance Analyst

2 weeks ago

Singapore AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._

Sound like you? Then read on.

About the Role

To uphold service excellence through quality assurance of call centre operations, support the transition to OSS platforms, and ensure accurate data handling. This role involves making outbound survey and follow-up calls, supporting administrative functions, and driving operational efficiency through process improvements and data analysis.
- ____________________

Key Responsibilities:
Call Operations & Quality Assurance (50 - 80%)
- Make outbound survey and follow-up calls based on campaign needs and call volume.
- Use provided call scripts and undergo training to ensure consistent and professional customer interactions.
- Accurately record survey results and ensure data integrity through timely data entry.
- Escalate adverse findings for further investigation or follow-up.
- Support call quality assurance activities, including monitoring and feedback.

Administrative & Operational Support (50% or more depending on needs)
- Create and revise SMS templates for customer communications.
- Send weekly SMS reminders and assist in preparing related reports.
- Assist in streamlining departmental processes to enhance operational efficiency (e.g., SOPs, reporting workflows).
- Uphold confidentiality and data security standards in all tasks.
- May be assigned to support or lead projects as needed.

OSS Transition & Data Analysis
- Support the transition of call operations and workflows to OSS platforms.
- Collaborate with cross-functional teams to ensure smooth integration and mínimal disruption.
- Analyze call data to identify trends, gaps, and improvement opportunities.
- Prepare performance dashboards and reports for internal stakeholders.

Qualifications & Experience:

- Diploma or Bachelor’s degree in Business, Communications, IT, or related field.
- 2-4 years of experience in call centre operations, service assurance, or administrative support.
- Familiarity with OSS platforms and data systems is an advantage.
- Proficient in Microsoft Office Suite; experience with data tools (Excel, Power BI, etc.) preferred.
- Strong communication, organizational, and multitasking skills.

Key Competencies:

- Customer service orientation
- Attention to detail and data accuracy
- Analytical and problem-solving skills
- Process improvement mindset
- Confidentiality and integrity
- Adaptability and teamwork

Support documentation and maintenance of Standard Operating Procedures (SOPs) and reporting workflows.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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