AIG Quality & Training Executive in Singapore

Quality & Training Executive

  • Job ID #:

146678

  • Functional Area:

Call Center

  • Estimated Travel Percentage (%):

0

  • Location(s):

Singapore

  • Employment Type:

Full Time - Permanent

  • Education Preferred:

High School Diploma

  • Relocation Provided:

No

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Position Description:

This role requires the candidate to work in a team of Quality & Training Executives, together with the Quality Assurance Specialists reporting to the Quality & Training manager, to own, maintain and undertake activities relating to the Training, Quality Assurance and Knowledge Management in the Singapore Contact Centre.

Primary scope includes the delivery of Contact Centre Training, management of Knowledge Management and Management of Quality Assurance Framework.

Roles and Responsibilities Include:

Training

  • Identify and conduct training needs analysis across Contact Centre Sales & Service functions

  • Own, design, develop, maintain and periodically review Contact Centre training requirements, training delivery materials and content, templates, associated logistics, scheduling and administration activities across all AIG functions for all supported lines of business and activities.

  • Conduct Training for new and existing staff including but not limited to; Compliance, Customer Service & Sales skills, Product, Systems and Role Play training.

  • Design and develop initiatives related to the new-hire, refresher, and staff development and training needs, recommend appropriate learning and job support solutions.

  • Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.

Knowledge Management

  • Lead and facilitate Knowledge Management Framework within Contact Centre which includes training documentation and material, portal management and information dissemination.

  • Identify, streamline and source relevant information to enhance content, delivery, user interface and experience.

  • Close knowledge gaps with an aim to lower handling time, improved first contact resolution, higher customer satisfaction and experience and improved sales conversion and retention.

  • Administer as and contribute Knowledge Management Systems enhancement and development.

Quality Assurance and Management

  • Participate in design of transaction monitoring formats and quality standards.

  • Use quality monitoring data management system to compile and track performance at team and individual level.

  • Lead enhancement of the Quality Monitoring Program to meet the needs of Contact Centre.

  • Develop familiarity with General Insurance Risk, Compliance, Legal and Regulatory requirement and ensure quality monitoring criteria, guidelines are in line.

  • Liaise with Risk, Compliance, Legal, Data Protection Officer and other stakeholders to develop common standards and understanding to carry out Contact Centre activities with focus on production and productivity.

  • Monitor completion of Quality Assurance Close Loop (Audit – Coaching – Remediation – Tracking) with Operations and Business Support

  • Analyse Quality Assurance trends and work with Operations and other units for Continuous Improvement

  • Where necessary for calibration and coverage, conduct transaction monitoring against quality criteria and standards, perform required coaching and close loop management of assessed transactions.

Overall

  • Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across the centres.

  • Generate and analyze reporting to identify gaps and improvements.

  • Provides trend data to site management team.

  • Prepare and present necessary information on portfolio to provide visibility and identify opportunities.

  • Collaborate and work closely with Contact Centre management and other departments across the organisation to facilitate all areas of responsibility.

  • Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within the Contact Centre.

Position Requirements:

  • Diploma/Degree or relevant working experience.

  • Bilingual in English and Bahasa Melayu/Mandarin or Tamil.

  • Certificate in General Insurance preferred

  • Candidates with ACTA and other training and assessment certification, Process Management Professional Certification (Six Sigma, ISO Internal Auditor etc.) are encouraged to apply.

Skill Competencies:

  • Proficient in use of Microsoft Office Suite

  • Familiarity with Contact Centre Management tools, metrics and technology platforms.

  • Background in General Insurance preferred

  • Strong Communication skills (written, verbal , active listening)

  • Time management and prioritization skills to be able to work independently manage workload and meet the required deadlines and targets.

  • Excellent Interpersonal skills and people management skills and ability to engage training attendees and stakeholders various levels of organisation.

  • Teamwork and collaboration

  • Strong problem solving and analytical skills.

  • Resilient, resourceful, displays strong initiative, self-directed and motivated.

  • Ability to coach for performance, Knowledge and experience in performance management methodologies a bonus.

  • In depth understanding of customer service, experience and/or telemarketing

  • Detail oriented

About Us:

American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

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