Report to: Call Center Assistant Manager

Key Accountabilities

Quality Assurance (80%)

• Build up and implement the Quality Assurance procedures for Call Center (CC).
• Assure CC is operated and provides services following procedures and guidelines.
• Early detect/ inspect issues related CC operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.
• Conduct training/ refresh training for CC staff.
• Create standard works for CC’s staff and make sure them follow and apply on their daily work.
• Co-operate with relevant Departments on improving customer services at Call Center.

 Back-up force for CC in daily work (10%)

• Plays the roles of back-up force for CC when needed, support CC’s staff to handle the customer‘s complaints

Others (10%)

• Join as a key member in CC’s activities, projects…
• Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress code, working time etc.)
• Positively recommend changes in workflow to increase service quality, decrease paperwork and turn-around time.
• Perform other tasks as assigned by managers from time to time

Requirements

• Graduated University/ College
• At least 3 years’ experience in CS of Life insurance company. Experience in QA is an advantage.
• Good customer services experience, esp. at Call Center
• Demonstrate accuracy and thoroughness. Work in an organized manner.
• Effective communication skills: writing, speaking and listening.
• Ability and willingness to learn and adapt to the company working environment.
• Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.

Benefit

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 15 Annual leaves