AM – Customer Service Quality

A leading life insurance company is seeking a strategic AM – Customer Service Quality to join its Service Excellence team. In this pivotal role, you will support the governance of quality processes across outsourced contact centers and in-house e-Sales teams. Furthermore, you will drive process improvements and ensure strict compliance with established quality standards. Consequently, this position is vital for enabling operational efficiency and enhancing the overall customer experience.

The AM – Customer Service Quality must monitor delivery metrics and implement solutions to achieve high service level targets. Additionally, you will conduct regular call calibrations and provide actionable insights from Voice of Customer (VOC) analysis. Therefore, the company is looking for a professional with 2 to 4 years of experience in quality or service excellence. If you have a results-driven mindset and a focus on continuous improvement, this AM – Customer Service Quality role offers a premier career path.

Key Responsibilities for the AM – Customer Service Quality

• Monitor and support quality delivery metrics across multiple outsourced contact centers.
• Implement strategic solutions to achieve operational targets, including closure accuracy and service levels.
• Partner with internal quality teams and stakeholders to drive meaningful process improvements.
• Support the update of Standard Operating Procedures (SOPs) to mitigate potential audit observations.
• Coordinate the closure of risk incidents to ensure a robust governance framework across teams.
• Conduct regular call calibrations and quality reviews with both internal and external partners.
• Analyze Voice of Customer (VOC) data to provide actionable insights for service enhancements.
• Maintain comprehensive knowledge repositories for wider stakeholder use and organizational learning.
• Travel 1 to 2 times a month to outsourced centers for direct reviews and team engagement.
• Manage multiple priorities in a fast-paced environment to meet dynamic business needs.

Requirements and Qualifications

• Graduate or Postgraduate degree in Business, Marketing, or a related field.
• Minimum of 2 to 4 years of professional experience in Quality or Service Excellence.
• Prior experience within the insurance services sector is highly preferred for this role.
• Strong knowledge of life insurance products and diverse customer service processes.
• Experience in managing outsourced contact centers across call, email, and chat channels.
• Certification in Project Management or Six Sigma is considered a significant advantage.

Core Competencies and Skills

• Proven process re-engineering and problem-solving skills to enhance operational efficiency.
• Strong analytical ability to interpret complex data and derive strategic business insights.
• Excellent communication and collaboration skills to work effectively across various functions.
• Flexible and adaptable approach to meet the evolving demands of the insurance industry.
• Commitment to delivering high-quality results with a focus on stakeholder value.

If you are a quality professional ready to drive the AM – Customer Service Quality function for a premier insurer, we encourage you to apply today!