Executive, QA & Competency

Job Description

As a QA & Competency Executive, you play a crucial role in ensuring that customer interactions over the phone meet predefined quality standards. Your objective is to ensure that our General Insurance (GI) Specialists adhere to regulatory requirements, Telesales governance guidelines, company policies and provide support to the sales team to contribute to the continuous growth of the Telesales business. You will also be tasked to conduct product trainings & refreshers to our GI Specialists to ensure that they are competent to explain the product benefits to help customers with their protection needs.

You will be responsible for:

Risk & Compliance

1. Plan and conduct quarterly PC audit for all GI Specialists to ensure that there are no breaches and fraudulent activities within the department.
2. Identify process improvements to existing business processes and procedures to mitigate risks.

Call Evaluation

1. Evaluates calls to assess and enhance the quality of customer interactions over the telephone. This involves evaluating factors such as accuracy, adherence to compliance, protocols, maximizing cross sell opportunity and overall customer experience.
2. Identify defects on calls evaluated and send out notification to GI Specialist and Team Managers on defected calls for immediate rectification and coaching.
3. Provide recommendations to correct defects that have been observed and give instructions for service recovery to mitigate issues that may arise.
4. Provide coaching on areas of improvements to GI Specialists who committed 3rd QA offence in every quarter.
5. Identify quality, processes issues and recommend solutions to Team Managers to enhance customer satisfaction, performance, and avoidance of regulatory breaches.
6. Compile common errors committed for the Team Managers to brief their team to increase QA standards.
7. Review call evaluation form regularly to increase quality standards.
8. Hold call calibration with Team Managers to align standards and understanding.
9. Validation of cross sell sales as and when required by the Sales Team.
10. Review and address dispute/appeal from GI Specialists /Team Managers and provide justifications.

Escalation and Investigation

1. Review and approve applications with underwriting declarations that is within the approval limits of the QA Team.
2. Escalate underwriting approvals to the Operations Manager or the Product Team if it is not within the QA Team’s empowerment.
3. Address product enquiry escalations of GI Specialists and Team Managers.
4. Collaborate with the product team in matters of policy terms and conditions, product disclaimers and product enquiry escalations if it requires their confirmation.
5. Conduct investigation and provide findings for complaints requested by managers and other departments.

Maintenance & Update of Checklists, Scripts, and other files in Powermax

1. Updates checklists and scripts of all products offered by Telesales, as and when there are revisions requested by the Sales team, the Product team or Compliance.
2. Uploads updated versions of brochure, policy conditions, FAQs and training manuals in Powermax.
3. In charge of creating Mandarin checklists and scripts and escalate to the Chinese Committee for approval.

Support to Training

1. Conducts ad hoc training for new hires or product refresher for existing GI Specialists on Inbound, Outbound products (PA Assurance, Enhanced Home, Home Ultimate Protect, i50, Travel, Domestic Helper, Motor), Compliance, QA, Systems and Sales Governance.
2. Helps update training manuals, as and when necessary. E.g., premium change, product benefits addition or revision, changes to policy conditions.
3. In charge of creating Mandarin checklists and scripts and escalate to the Chinese Committee for approval.

QA reports and Communications

1. Prepare and send out monthly QA reports for Sales Teams.
2. Tabulate and send monthly QA reports to management.
3. Tabulate report for 100% validation of Cash/Cheque payment mode - Company and Commercial Vehicle.
4. Send compliance tips and reminders.
5. Send weekly QA report on number of defected calls by GI Specialists, accumulative for the quarter.
6. Disseminate email broadcasts to call floor on marketing promotions and product updates (if any).

Job Qualifications

1. Previous experience in telesales, inside sales as a QA officer, or a similar role, preferably in the banking/financial sector.
2. Sharp attention to details and good understanding of quality assurance processes.
3. Results-oriented mindset, driven by a desire to succeed and contribute to the growth of the company.
4. Self-motivated and proactive approach to work, with the ability to work independently and as part of a team.
5. Exceptional time management and organizational skills.
6. Flexibility to adapt to changing business needs and a willingness to learn about new products and industry developments.
7. Diploma in business or a related field is preferred.