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