Assistant Manager, Contact Centre Quality & Resolution
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Before you apply
SeniorityMid
Experience4+ yrs
Company size10,000+ people
First seenOct 18, 2026 · 2w ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Experience of at least 4 years in Life Insurance company
Good communication skills - written & verbal
Customer Service skills
Conflict Resolution skills
Solving problems & Decision making skills
Presentation skill
Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
Preferably with Customer Service or Call Centre experience
Responsibilities :
Quality Assurance
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To conduct quality monitoring for Call Centre, Frontline and Email unit.
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To conduct staff coaching & monthly QA discussion
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To conduct call calibration session
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To formulate and enhance quality monitoring guidelines including TL coaching
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Any other task as assigned
Resolution
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Responsible for handling escalation for Contact Management team
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To analyze the escalation cases received and provide suggestion for improvement
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Any other task as assigned
Requirement:
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Tertiary qualification preferably in Communication, Management, Business Administration or Insurance
•
Experience of at least 4 years in Life Insurance company. Preferably with Customer Service or Call Centre experience
•
Good communication skills - written & verbal
•
Customer Service skills
•
Conflict Resolution skills
•
Solving problems & Decision making skills
•
Presentation skill