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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then 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 1. 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 2. To meet specific KPI measurements & to ensure all sales calls will be reviewed within standards set TAT 3. 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 4. Communicate and report regularly to QA Team Leaders or QA Manager on areas to improve quality 5. To ensure accurate and timely submission of evaluation and feedback 6. 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. 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.