Executive, Contact Centre

Job Description for Sales Quality Analyst

**ROLE PURPOSE**

The incumbent is responsible to provide an efficient and effective support by meeting and exceeding the expectations on operational processes. To achieve the following Key

Performance Indicators (KPI) as a team:

- Financial - Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management.
- Customer - Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations.
- Operational Performance - To satisfy our customers and shareholders, to excel in business process.
- People - To achieve our goals and contribute to organization learning and innovation process.

**ORGANIZATION CONTEXT**

**KEY ACCOUNTABILITIES AND RESPONSIBILITIES**
- Average Processing Time
- Accuracy
- Attendance
- Punctuality
- SL

The below statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
- Managing incoming workflow activities.
- Process requests received from customers/agents/bankers according to internal guidelines set.
- Provide timely support and services to Financial Consultants and customers.

Doc Ref: HR-RD-15 Page 1 of 4
Version: 0.1 HOD Initial ___ / Employee Initial ___

Job Description for Sales Quality AnalystPre-Transaction Checks Officer
- Support daily operations by ensuring the set service standard and quality checks on work presentation are adhered to.

**QUALIFICATION AND EXPERIENCE**

Listed below are the qualifications and experiences expected from the incumbent:

- STPM, Diploma, Degree, or its equivalent in any field.
- Interested in performing administrative processing works.
- Self-motivated and able to work under pressure with a positive attitude.
- Must be willing to work long hours, weekends and public holidays if required.
- Proficient in written and spoken English.

**KNOWLEDGE, SKILLS AND ABILITIES**

Listed below are the knowledge, skills and abilities expected from the incumbent:

- Proficient in Microsoft Office (Word, Excel, PowerPoint).
- Strong interpersonal and communication (written and spoken) skills.
- Good grasp of insurance products.
- Familiarity with Financial Advisers Act and Life Insurance Association requirements is an advantage.
- Clarity in speech, patient, good listening and situation handling skills.
- Ability to navigate for information and knowledge on knowledge base.
- Ability to define problem, collects data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of issue related instructions diagram or related form and deal with several abstract and concrete variables.
- Ability to prioritize tasks and allocate the required hours to accomplish expected duties;
Ability to stay focused during delivery of classroom training, so as to achieve optimal results.
- Ability to work independently.
- Ability to work in a dynamic team environment.

Page 2 of 4 Doc Ref: HR-RD-15
HOD Initial ___ / Employee Initial ___ Version: 0.1

Job Description for Sales Quality Analyst
- Ability to understand and work within a structured, process-oriented environment.

Doc Ref: HR-RD-15 Page 3 of 4
Version: 0.1 HOD Initial ___ / Employee Initial ___

Approved by: (HOD) Name: Signature: Date:
Agreed by: (Employee) Name: Signature: Date:
**Job Type**: Contract
Contract length: 3 months

Pay: RM2,000.00 - RM2,500.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Attendance bonus
- Overtime pay

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)