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

Responsibilities

• Provide high-quality training support to Customer Service (CS) teams.
• Proactively identify training gaps and understand the training needs of CS.
• Developing, and revamping training programs to meet desired needs with clear learning objectives.
• Monitor and track the effectiveness of training programs.
• Collaborate with other teams or cross-functional departments to provide effective training solutions.
• Conduct Quality Assurance (QA) programs to ensure policy service requests and external calls meet regulatory requirements and company standards.
• Review and enhance QA processes and procedures regularly.
• Analyze QA data and generate reports to identify trends and areas for improvement.
• Provide feedback and recommendations to improve service quality and operational efficiency.
• Address and resolve any QA-related issues or discrepancies.
• 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.
• Knowledge of insurance operations and products.
• Strong presentation and course facilitation skills.
• 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.
  
  

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.

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