Quality Assurance Analyst (Call Centre) - Contract Position

Quality Assurance Analyst (Call Centre) - Contract Position

• To review & validate all the sales and/or non-sales calls to ensure they align with the business requirements and customer expectations according to AIA Outbound Contact Centre QA Guidelines.
• To meet specific KPI measurements & ensure all sales calls are reviewed within standards set TAT.
• To provide feedback to QA Team Leader or QA Manager on strengths and weaknesses in TSR’s call handling performance and recommend ways to continuously uplift performance.
• Communicate and report regularly to QA Team Leaders or QA Manager on areas to improve quality.
• To ensure accurate and timely submission of evaluation and feedback.
• Perform other responsibilities and duties periodically assigned by QA Team Leader or QA Manager to meet operational and/or other requirements.

Job Requirements:

• Degree / Diploma holders
• Preferably with 2 years related working experience in Call Centre, insurance industry or other financial institutions
• Customer-oriented and persistent on quality
• Able to work independently and effectively communicate with all levels of people
• Able to express thoughts and ideas clearly in both written and verbal format and influence people on quality
• Good command of English and Mandarin; knowledge of other languages/dialects will be an added advantage
• Able to make well-reasoned decisions and implement effective solutions