Senior Officer, Customer Service (Operation & Service Transformation)

Training And Quality Assurance Specialist

The Training and Quality Assurance Specialist will support Customer Service (CS) teams by identifying training needs and delivering training programs and monitoring their effectiveness. This role also involves conducting Quality Assurance (QA) programs to ensure compliance with regulatory standards and providing feedback for service improvement. Collaboration with cross-functional teams is essential.

Responsibilities:

• Perform Quality Assurance (QA) assessment to ensure policy service requests meet regulatory requirements and company standards.
• Regularly review and enhance QA processes and procedures.
• Analyze QA data and generate reports to identify areas for improvement.
• Provide feedback and recommendations based on QA results to improve service quality and operational efficiency.
• Develop and revamp training materials to the CS team.
• Monitor and track the effectiveness of training programs.
• Collaborate with other teams or cross-functional departments to provide effective training solutions.
• Provide ad-hoc cross-team support as needed.

Requirements:

• University degree in any discipline.
• At least 4 years of experience in training or QA within the life insurance industry.
• Experience in QA within the life insurance industry is preferable.
• Experience in policy administration within the life insurance industry is a plus.
• Knowledge of insurance operations and products.
• Self-motivated, proactive, strong analytical and problem-solving skills.
• Able to work independently and communicate effectively across multiple disciplines.
• Good PC skills, including proficiency in Word, Excel, and PowerPoint.
• Proficiency in both spoken and written English and Chinese.
• Teamwork and collaboration.

Interested candidates are invited to submit the application online with detailed resume stating educational background, working experience, current and expected salaries, and contact number.

Personal data collected will be used for recruitment purposes.

Personal data of unsuccessful applicants may be retained up to two years only.

Aegon Asia provides equal employment opportunities for employees and applicants throughout the employment life cycle, including recruitment and selection, promotions, transfers, training and development, compensation and benefits, performance management, disciplinary procedures, Company-sponsored social and recreational programs and termination. No one will be discriminated against because of race, color, religion, sex, age, national origin, sexual orientation, gender identity, pregnancy, family circumstances, physical or mental disability, marital status, participation in the uniformed armed services or any other status protected by law.