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

Key Accountabilities
Quality Assurance for Counter Services (80%)

Ensure that CS counter services are operated and delivered in compliance with approved procedures and guidelines.
Conduct initial and refresher training for CS counter staff.
Develop and implement the First Line of Defense (FLOD) procedures for the CS counter team.
Detect and inspect issues related to CS operations early on, propose suitable action plans to correct and address issues, implement service recovery, and prevent future recurrence.
Create standard operating procedures for the CS counter team and ensure compliance in their daily work.
Collaborate with relevant departments to enhance customer care services.
Participate in on- site visits with customers when handling complaints, customer care, and investigation cases.

Support for CS Counter Force & Customer Visits (10%)

Act as a backup resource for the CS counter team as needed.

Other Responsibilities (10%)

Recommend workflow adjustments to improve service quality, reduce paperwork, and decrease turnaround time.
Perform other tasks as assigned from time to time.
Contribute to maintaining a professional office environment by ensuring adherence to company policies (labor regulations, office rules, dress code, etc.).
Work closely with the sales force.

Benefit

Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
Bonus: 13th- month salary and the performance- based bonus of up to 30% of the total annual package.
Provide an advanced Health Medical pre- check- up from the 1st week of your probation.
Modern facilities in the spacious office
Competitive salary (100% salary during probation).
15 Annual leaves
Gifts for new comers and on special occasions

Strong customer service experience, especially in frontline roles or customer service counters, with a mandatory background in the life insurance industry.
Willingness to travel for business when required.
Demonstrate attention to detail, accuracy, and organizational skills.
At least 2 years of experience in customer service processes related to customer service counters, with a mandatory background in the life insurance industry. Experience in QA or Investigation is a plus.
Ability to contribute to a productive and positive work environment: team- oriented, customer- focused, and proactive.
Effective communication skills: both written and verbal, with strong listening abilities.
Graduated University/ College
Ability and willingness to learn and adapt to the company‘s work environment.
Ability to think logically, analyze situations, and identify errors or discrepancies.

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Cập nhật gần nhất lúc: 2024-12-10 22:10:02