Your contribution at AIG

　　As a contributor at AIG you are the one the clients turn to in times of need. You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of AIG’s business.

　　This role requires the candidate to work in a team of Quality Assurance Specialists, reporting to the Quality & Training manager, to own, maintain and undertake activities relating to the Quality Assurance and Compliance in the Singapore Contact Centre. Primary scope includes the delivery of Contact Centre Quality Management Framework.

　　Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team

　　Conduct transaction monitoring against quality criteria and standards

　　Perform required coaching and close loop management of assessed transactions.

　　Participate in call calibration to ensure standardization of quality and compliance auditing.

　　Participate in design of transaction monitoring formats and quality standards.

　　Use quality monitoring data management system to compile and track performance at team and individual level.

　　Participate in enhancement of the Quality Monitoring Program to meet the needs of Contact Centre.

　　Develop familiarity with General Insurance Risk, Compliance, Legal and Regulatory requirement and ensure quality monitoring criteria, guidelines are in line.

　　Liaise with Risk, Compliance, Legal, Data Protection Officer and other stakeholders to develop common standards and understanding to carry out Contact Centre activities with focus on production and productivity.

　　Monitor completion of Quality Assurance Close Loop (Audit – Coaching – Remediation – Tracking) with Operations and Business Support

　　Analyse Quality Assurance trends and work with Operations and other units for Continuous Improvement

　　Identify training needs through Quality Assurance monitoring across Contact Centre Sales & Service functions

　　Provide insight from Quality Assurance and Sales Compliance monitoring to support improvement to Contact Centre Training material development and delivery.

　　Administer as and contribute Knowledge Management Systems enhancement and development.

　　Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across the centres.

　　Generate and analyze reporting to identify gaps and improvements.

　　Provide trend data to site management team.

　　Prepare and present necessary information on portfolio to provide visibility and identify opportunities.

　　Collaborate and work closely with Contact Centre management and other departments across the organisation to facilitate all areas of responsibility.

　　Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within the Contact Centre.

　　What we are looking for

　　Diploma/Degree or minimum 2 years of relevant Quality Assurance or Contact Centre experience.

　　Bilingual in English and Bahasa Melayu/Mandarin or Tamil.

　　Certificate in General Insurance preferred

　　Proficient in use of Microsoft Office Suite

　　Familiarity with Contact Centre Management tools, metrics and technology platforms

　　Background in General Insurance preferred

　　Strong Communication skills (written, verbal , active listening)

　　Time management and prioritization skills to be able to work independently manage workload and meet the required deadlines and targets.

　　Excellent Interpersonal skills and people management skills and ability to engage training attendees and stakeholders various levels of organisation.

　　Teamwork and collaboration

　　Strong problem solving and analytical skills.

　　Resilient, resourceful, displays strong initiative, self-directed and motivated.

　　Ability to coach for performance, Knowledge and experience in performance management methodologies a bonus.

　　Understanding of customer service, experience and/or telemarketing

　　Detail oriented

　　#LI-RO1

　　We are an Equal Opportunity Employer

　　American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

　　To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

　　AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [email protected] . Reasonable accommodations will be determined on a case-by-case basis.

　　Functional Area:

　　OP - Operations

　　Estimated Travel Percentage (%): No Travel

　　Relocation Provided: No

　　AIG Asia Pacific Insurance Pte. Ltd.

　　At AIG, helping people discover new potential is our purpose. As a global risk leader, we do this for our clients every day. Through our deep expertise in their industries and our innovative solutions that help them smartly manage risk, we enable their growth in ways they never thought possible.

　　But we also do the same thing for our employees, because we know our people are our greatest strength-the source of every insight, every idea and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

　　Join our Talent Network (http://www.aig.com/careers/life-at-aig/join-the-talent-network) . Additional information about AIG can be found at www.aig.com | YouTube (http://www.youtube.com/aig) | Twitter (http://www.twitter.com/AIGInsurance) | LinkedIn (http://www.linkedin.com/company/aig) .