Opportunity Description
Assistant Manager, Contact Centre Quality & Resolution
- To conduct quality monitoring for Call Centre, Frontline and Email unit.
- To conduct staff coaching & monthly QA discussion
- To conduct call calibration session
- To formulate and enhance quality monitoring guidelines including TL coaching
- Responsible for handling escalation for Contact Management team
- To analyze the escalation cases received and provide suggestion for improvement
- Any other task as assigned
Requirements
- Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
- Experience of at least 4 years in Life Insurance company. Preferably with Customer Service or Call Centre experience
- Solving problems & Decision making skills
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