Senior Quality and Training Specialist
Chaoyang, BJ, CN
Key Responsibilities
- Understand training needs from Operations teams, design training cirriculum and schedule to meet training objectives, which includes induction training / onboarding training and various on-the-job trainings
- Understand learning approach and leverage latest market best practice, in designing training materials to ensure ops team can uptake the knowledge and skill and be able to handle required service requests.
- Understand the markets and cultural gaps, design softskill trainings to help staff bridge the cultural and market knowedge gaps such as commn terms used, tone and manner, customer general expectations and behavior, authority and regulatory standards etc
- Conduct regular review with Ops team and extract insights from Quality assessments, to indentify continuous learning needs, design related training to effectively bring up knowledge and skill of the team
- Executive quality assurance measures according to COPC standard, and ensure QA scores met COPC data report standards.
- Based on program specific needs, design required quality standards. Then design/calibrate tailor-made QA standards and score card logic to ensure proper staff behavior is steered and encouraged, while outliers are effectively identified. The only measurement of a good QA scorecard is when the right behaviors are consistently delivered in CC / Ops team.
- Conduct coaching to staff based on QA results, set up improvement actions or sharing sessions with the staff and his/her team leader to ensure good behaviors are spread across the team and weakness are addressed. Align with team leader to observe the post-coaching behavioral changes to ensure changes are realized.
- Handling and resolve complaints as according to complaint handlinge procedures, make necessary alerts to management for serious and high profile complaints. Complete complaint report which includes root cause analysis and improvement actions.
- As an anchor to drive deep dive and identification of operational issues which are the root causes of QA failure or complaints, drive stakeholders to bring forward improvement plans and conduct post-review observation to ensure actions are effective, otherwise conduct post-mortum review and escalations.
- To monitor monthly success survey rate for ops team, to report monthly result in time. To increase the success survey result, proactively seek the potential reason and provide action.
- Keep proper and accurate training and QA records
- Assist Fraud investigation and reporting
- Supporting CC / Operations manager, assist in frontline agent monthly incentive scheme design and achievement calculation
Required Experience
- Relevant call center staff training and quality control experience.
- Can use for the AI to optimize training or call audit
- Min. 3 years of experience in call center operation preferably from insurance industry
- Familiar with In & Out-bound operation process for travel and assistance programs
- Efficient English skills (Oral and written) and Cantonese
- Excellent communication skills.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
