Direct Channel Quality Assurance, Analyst
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels.You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.
So if you believe in inspiring a better future, read on.
About the Role
To objectively assess and provide constructive feedback on the quality of call handling skills of Executive – Telemarketing (TSR) according to preset criteria.- To review & validate all the sales and/or non-sales call to ensure it aligns with the business requirements and customer expectations according to AIA Outbound Contact Centre QA Guidelines.
- To meet specific KPI measurements & to ensure all sales calls will be reviewed within standards set TAT.
- To provide feedback to QA Team Leader or QA Manager on strengths and weaknesses on TSR’s call handling performance and to recommend ways to continuously uplift the performance.
- Communicate and report regularly to QA Team Leaders or QA Manager on areas to improve quality.
- To ensure accurate and timely submission of evaluation and feedback.
- Performs other responsibilities and duties periodically assigned by QA Team Leader or QA Manager in order to meet operational and/or other requirements.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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