Customer Contact (Quality Assurance), Specialist

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you Then read on.

About the Role

As a Customer Contact Quality Assurance Specialist your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Roles and Responsibilities:

• Maintain and develop internal support and call contact quality standards.
• Review a subset of interactions/conversations (calls, emails, chat, etc).
• Assess interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback (coaching, workshops and etc.)
• Discuss and explain feedback with agents & Team-leaders in regular meetings.
• Analyze all customer service metrics (e.g. CSAT, FRT/FCR) and how the Service team's performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team's performance or drive High Performance Culture.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.

Minimum Job Requirements:

• Experience in the customer service space.
• Proven track record of analytical skills. . Hands-on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable of goal-setting practices Examples of data visualization abilities and understanding of support metrics.
• Perception of basic business metrics and how support impacts.
• Problem-solving capabilities to create meaningful strategies to improve support quality.