Quality & Training Specialist, Contact Centre

Reaching Out To You: HL Assurance Pte. Ltd. (HLAS) is a licensed insurance company in Singapore since 2012 and a subsidiary of Hong Leong Financial Group Berhad (HLFG), a public listed company in Malaysia.

We are hiring Join our team and explore exciting career opportunities.

Quality & Training Specialist, Contact Centre

Job Responsibilities:

• Manage and assess the phone & non-phone transaction monitoring of Relationship Officers to ensure all customer interactions meet professional, quality and compliance guidelines.
• Conduct call quality Calibration session with Team Leaders and Managers to ensure standardization of compliance auditing and excellent customer satisfaction.
• Perform thorough call investigations and provide call findings on all escalated cases and logged complaints or feedback from customers till resolution.
• Develop and conduct Training program for new and existing staff (e.g. Orientation, product training, rol...