Key Responsibilities

"1.Training Responsiblities

1) Develop a clear training schedule and chronogram with all the necessary training sessions that will be delivered to any new AC.

2) Develop training material (training guide, questionnaires, tests, study books, etc…) to be used to support the training sessions.

3) Provider new product training to assistance upon request.

4) Keep good training record, in time and completely.

5) Spend significant time in the call center, listening to calls with AC and coaching them about their procedures, correcting immediately the incorrect steps and actions.

6) Soft skill training courses development and delivery.

2. Quality Responsibilities

1) To monitor monthly success survey rate for Medical & TI ops team, to report monthly result in time. To increase the success survey sample 2014 result, proactively seek the potential reason and provide action.

2) To follow complaint handling process very strictly, make sure medical & TI complaint case be reponsed within 1 hour(client/customer/other erea), to update investigation result/complaint status within 48 hours.

3) Make sure every quality control action can be supported by a clear & standard process map as well as related doccument in medical and TI ops team."

Job Specification

"1) Strong background in Operations.

2) Excellent communication skills and training skills.

3) Well organized, pro-active, dynamic.

4) Keenness and willingness to learn.

5) Flexibilities."

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