Service Delivery and Quality Assurance Professional

7 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

We are looking for a skilled Service Delivery and Quality Assurance Professional to join our team In this role, you will be responsible for ensuring that our Contact Centre delivers high-quality services to our customers (agents and policyholders).

To achieve this goal, you will work closely with your team to meet and exceed customer standards and expectations. Your Key Performance Indicators (KPIs) will include:

  1. Financial – Ensuring the team achieves Service Level Agreements (SLA) and maintains cost-effective management;
  2. Customer – Planning and organizing Contact Center activities to meet and exceed customer standards and expectations;
  3. Operational Performance – Satisfying our customers and shareholders, and excelling in business processes;
  4. People – Achieving our goals and contributing to organizational learning and innovation processes.

You will also be responsible for supporting Team Leaders and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate.

The ideal candidate will have at least a Diploma or Degree in any field from a recognized college or university, preferably with 1 year of working experience in a call center and/or customer service role in the servicing industry.

We offer a competitive compensation package and a comprehensive training program in Malaysia and/or Singapore.



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