Job Description

The role is to conduct quality audits on transactions performed by front line customer care executives in the contact centre and policy administration teams.

The objective is to improve performance of front line executives by monitoring transactions in a structured manner and providing feedback to the business to rectify opportunities or to further enhance service delivery.

The incumbent will also be required to share feedback, MIS, best practices and tips to improve quality using different techniques.

The incumbent will need to have complete and thorough understanding of policies and procedures and also provide feedback to further enhance existing processes to improve the customer experience.
• Quality monitoring
• Providing feedback in a constructive manner
• Adhere to QA SOP guidelines and framework
• Periodic reporting and analysis
• Investigation, coaching and feedback
• Assisting frontline team managers to improve / enhance service quality
• Working... cohesively with other teams/stakeholders to achieve company and department objectivesJob Requirement
• Min Diploma or above
• Insurance certified papers such as BCP, PGI, HI is an added advantage
• Telesales or relevant QA experience is an added advantage
• Demonstrate flexibility and adaptability to work in a fast-paced and challenging environment
• Good computer skills and working knowledge of MS Excel and Word PERSOLKELLY Singapore Pte Ltd (RCB No. 200007268E) EA License No. 01C4394 EA Registration No. R1987366 (Lim Ern-Shen, Samuel) By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates collecting, using and disclosing my personal data for the purposes set out in the Privacy Policy which is available at . I also acknowledge that I have read, understood, and agree to the said Privacy Policy
Singapore

Salary Criteria