Agency Business Quality & Governance, Analyst

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About the Role

As person in charge of Agency Business Quality (ABQ) to spearhead the First Line of Defense within the Agency Distribution channel to uphold the Business Quality of Agency Force, through constant monitoring, effective communication with stakeholders and development of new market intelligence and strategic initiatives for continuous improvement with reference to the Standard Operating Procedure (SOP) of ABQ and Business Quality Framework.

Investigations from various escalation channels:

To monitor, detect, assess/ investigate and report abnormal trends found in the Welcome Call Escalation and Complaints Management review with reference to SOP of Welcome Call and Business Quality and Governance Framework.

To investigate on all escalated complai...