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Assistant Manager, Quality Assurance

AIA Myanmar

Assistant Manager, Quality Assurance

AIA Myanmar
Recruiter active 11 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
04 Jul 2022

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

  • Tracking customer experiences across online and offline channels and touchpoints.
  • Develop and implement quality assurance policies/ procedures and all critical error related with customer, business and compliance are highlighted to management team.
  • To help establish QA metrics for the respective functions.
  • To implement QA measurement and standard as part of customer experience KPIs for improvement.
  • To cultivate QA mindset and customer quality awareness and standard across all functions
  • Conduct Survey at all stages of customer journey upon group guideline with targeted timeline.
  • Analyze all customers feedback and align all cross functional department and necessary action taken to improve best experiences both internal and external customers.
  • Monitor call centre and agent performance to deliver excellence quality of services to AIA customers.
  • Collaborating with cross functional team to enhance customer services and brand awareness.
  • Aligning customer experience strategies and Identifying customer needs and taking proactive steps to maintain positive experiences.
  • Weekly, Monthly and quarterly report provide to management team.

Open To

Male/Female

Job Requirements

  • Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
  • Experience as a customer experience specialist, or a similar customer support and QA role.
  • Extensive experience in gathering and interpreting customer experience information.
  • Solid knowledge of customer survey and quality monitoring.
  • Advanced in excel as well as CX tools and CRM software.
  • Exceptional interpersonal skills and a customer centricity approach.
  • Great organizational and time management abilities.

What We Can Offer

Benefits

- Health Benefits
- Performance Rewards
- Opportunity to own global shares through Employee Share Purchase Plan

Highlights

- Dynamic and progressive culture
- Flexible and supportive work environment
- Fun and Smart colleagues who will have your back and challenge you

Career Opportunities

- Learning & Development opportunities
- Challenging Assignments and Projects
- Exposure to cross-country collaboration

About Our Company

AIA is the largest independent publicly listed pan-Asian life insurance group – with a presence in 18 markets across Asia.

For more than a century, AIA has strived to make a significant, positive impact for our customers and communities across Asia. As we look to the future, this commitment is reinforced by our Purpose: to help millions of people live Healthier, Longer, Better Lives.

Our Purpose guides the decisions we make and the actions we take as an organisation - empowering and enabling people to understand and manage their health, while meeting their long-term savings and protection needs. We believe that helping to create a healthier Asia is one of the most important and valuable things we can do for our communities, today and in the future.

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Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

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