Job Description

Job Description

THE OPPORTUNITY

This role handles quality assurance for an Australia-based partner in the insurance industry, ensuring QA standards are developed, implemented, and maintained for operations in the Philippines and Malaysia.

It also involves supporting the QA Team Leader and Manager with feedback and suggestions to improve internal quality controls.

KEY RESPONSIBILITIES

• Relationship Building: Build and maintain robust and productive internal and external relationships, understanding the needs of the business to facilitate the delivery of its strategy and objectives.
• Reporting: Reporting Enhancement: Improve and uphold the current reporting framework, aiding users in effectively utilizing and interpreting the results. Ensure that all departmental reports are precise, timely, and dependable. Familiarity with essential metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and compliance standards is required
• Analytical Competence: Demonstrate the ability to assess and analyse customer interactions to pinpoint quality concerns and areas for enhancement. Maintain a strong emphasis on accuracy when evaluating communication, compliance, and customer satisfaction
• Communication Proficiency: Exhibit exceptional written and verbal communication skills to provide clear and constructive feedback to both agents and management. Capable of delivering actionable insights and constructive criticism aimed at performance enhancement. Possess a strong ability to actively listen and objectively assess calls.
• Technical Proficiency: Required to have experience with call monitoring tools, customer relationship management (CRM) systems, reporting software, and Microsoft applications (such as Excel, PowerPoint, NICE, Verint, or comparable quality assurance software).
• Problem-Solving Ability: Demonstrate proficiency in identifying deficiencies, proposing effective solutions, and enhancing call processes.

SKILLS, EXPERIENCE & QUALIFICATION

• 1–3 years of experience in a call center environment, specifically in quality assurance, customer service, or monitoring.
• Prior experience in analysing calls, providing performance feedback, and reporting quality metrics.
• Experience in working with multiple clients/lines of business
• Bachelor’s Degree in Business, Communications, or a related field (preferred).
• Familiarity with essential metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and compliance standards is required
• Proficient in utilizing Microsoft Office Suite applications, demonstrating intermediate to advanced expertise in MS Word and MS Excel.
• Excellent verbal and written communication skills.
• Excellent organisational ability including the use of effective time management.
• Excellent ability to solve problems independently.

ASW OFFERS

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities.

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Job Requirements