Bring your career aspirations to life with AIA!

Manage the daily operations of the Service Assurance Team including monitoring and tracking of all survey projects leads status, set and meet team performance targets for speed, efficiency and quality.

• Assignment of survey leads to the team members to call.
• Consolidate and check all survey leads are attended and results captured are accurate
• Sending SMS and retrieving SMS survey results for “No Answer” lead status via Whispir
• Match the SMS survey results according to the survey data batches
• Ensure all negative feedbacks (or survey results) received via all channels are attended and escalated to relevant team
• Perform call evaluations and assessments (call audits)
• Conduct coaching sessions with team members to improve call quality
• Prepare and generate Letter of Merit for FSCs that received Compliments via phone surveys
• Prepare and generate monthly Service Assurance Call Progress Report
• Review of call scripts semi-annually
• Assist with calls extraction for findings/investigations
• General team management to ensure smooth day-to-day operations
• Handle complaint escalations from team members if any

Requirements

• Good proficiency in MS Excel
• Good knowledge of Call Centre management
• Sound knowledge in General and Life Insurance product knowledge and Company’s procedures and processes.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.