Quality Assurance Officer / Chuyên viên Kiểm soát Chất lượng Dịch vụ Khách hàng

Quality Assurance (80%):

+ Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.

+ Assure CS frontline is operated and providing services following approved procedures and guidelines.

+ Early detect/inspect issues related to CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and preventing the issue recurrence in the future.

+ Conduct training/refresher training for CS staff.

+ Create standard works for CS frontline and ensure CS frontline staff follow and apply them in their daily work.

+ Co-operate with relevant Departments on improving Customer care services.

+ Involve in customer onsite visits when handling customer complaints, customer care, and investigation cases, etc.

+ Back-up force for CS frontline & involves in customer visits (10%):

+ Plays the role of back-up force for CS frontline when needed.

Others (10%):+ Work closely with the sales force.

+ Contribute to maintaining a professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.).

+ Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.

+ Perform other tasks as assigned from time to time.

Benefits

+ Competitive salary (100% salary during probation).

+ Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.

+ Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).

+ Provide an advanced Health Medical pre-check-up from the 1st week of your probation.

+ Gifts for new comers and on special occasions

+ Modern facilities in the spacious office

+ 15 Annual leaves

+ Graduated from University/College.

+ At least 3 years of frontline customer service experience in the life insurance industry is mandatory.

+ Experience in QA/Investigation is an advantage.

+ Ability to travel for business.

+ Demonstrated accuracy and thoroughness.

+ Organized work manner.

+ Effective communication skills: writing, speaking, and listening.

+ Ability and willingness to learn and adapt to the company working environment.

+ Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.