Call Center Quality Assurance Officer
- Prudential Vietnam Assurance , Ho Chi Minh - Vietnam
- 1000 Competitive
- Posted: 13 Sep 2017
- Participates in design of call & e-mail monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level. Coordinates and facilitates call calibration sessions for call center staff.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review for ensuring that customer needs are met. Review service procedure and identify improvement area
- Prepare recognition program. Provide QA orientation for new joined staff
- Others: to be assigned by the Line manager or Company’s management (if any)
- University graduate
- Certificate of Customer Service
- Certificate of quality assurance management.
- Two years of call center in customer care, preferably in insurance or financial environment.
- Strong background or previous experience in Quality Assurance programs
- Demonstrated ability to interact with peers, senior management, and other departments in a professional manner in effort to reach corporate goals
- Has a proven track record in Quality Coaching and would be able to do coaching to CSR/TSR to meet goals
- Strong organizational, leadership, and interpersonal management skills
3. Knowledge and skill set:
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.
- Data collection, management and analysis
- Problem analysis and problem solving
- Attention to detail
- Planning and organizing, judgment
About Prudential Vietnam Assurance
Prudential is also one of the largest asset management companies in terms of overall assets sourced in Asia excluding Japan.
Being one of the leading life insurers, Prudential Vietnam is privileged to provide insurance services to millions of Vietnamese people.
Prudential Vietnam has the largest market share in the life insurance market with a wide range of products.
In addition to our achievements in the life insurance sector, Eastspring Investments Fund management Company - established in June 2005- and Prudential Vietnam Finance Company (PRU-Finance) - established on Oct 9th 2007- are privileged to provide a variety of financial solutions to serve the various needs of our Vietnamese customers.