Position Objective:

• Deliver the best quality of service to AIA customers via conduct survey, take feedback and action taken for continuous improvement.
• Tracking customer experiences across all functions and all touch points

Roles and Responsibilities:

• Focus on ensuring accuracy, complainace and quality across policy issuance, claim processing , underwriting and customer service.
• Establish QA metrics, measurement and standard for customer experience improvement to cultivate QC mindset , customer quality awareness and standard across all functions
• Tracking daily monitoring calls of call center and identified areas of improvement of service champions as well as support to deliver excellence quality of services to AIA customers.
• Conduct Audits, perform data analysis and collaborate with cross functional department to identify and address issues related to accuracy, efficiency and customer satisfaction.
• Aligning customer experience strategies and Identifying customer needs and taking proactive steps to maintain positive experiences base on survey insight.
• Weekly, Monthly and quarterly report provide to management team.

• A bachelor's degree in  communications, business management, Computer science or in a related field preferred.
• At least1 year of experience in customer service field or a similar customer support and QA role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of customer survey and quality montironing
• Proficiency in MS Office, Excel as well as CX tools
• Exceptional interpersonal skills and a customer centricity approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.