Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for driving service excellence? Income Insurance Limited is looking for a dedicated Senior Executive, Quality Assurance to join our high-performing team in Singapore. In this pivotal role, you will act as a guardian of our service standards, ensuring that our customer interactions meet the highest levels of compliance and quality.
As a Senior Executive, you will not only monitor performance but also provide strategic advisory and hands-on coaching to team members. You will be instrumental in identifying gaps, implementing process improvements, and fostering a culture of excellence. If you are analytical, possess strong communication skills, and have a heart for delivering superior customer outcomes, we want to hear from you.
Tanggung Jawab
- Conduct regular quality audits on customer service interactions across multiple channels.
- Provide actionable feedback and one-on-one coaching to team members to enhance performance.
- Ensure all interactions strictly adhere to internal compliance policies and regulatory requirements.
- Analyze quality data trends to identify systemic issues and propose effective solutions.
- Collaborate with department heads to refine service standards and operational workflows.
- Prepare comprehensive quality reports for management to track performance metrics and KPIs.
- Facilitate training sessions to upskill staff on new compliance protocols and soft skills.
Kualifikasi
- Bachelor’s degree in Business, Finance, or a related field.
- Minimum 3-5 years of experience in Quality Assurance, Compliance, or Customer Experience within the Banking or Insurance sector.
- Strong analytical mindset with the ability to interpret data and translate it into actionable insights.
- Excellent verbal and written communication skills for coaching and stakeholder management.
- In-depth knowledge of financial services regulatory requirements and quality frameworks.
- Proven ability to work independently and manage multiple priorities in a fast-paced environment.
- Proficiency in MS Office suite, specifically Excel for data reporting.