What the role is ?
- Conduct regular quality monitoring across customer service touchpoints including hotline interactions, counter service, written correspondence and customer servicing activities.
- Analyse quality monitoring results to identify service trends, performance gaps and improvement opportunities.
- Provide coaching and feedback to frontline teams to uplift service standards and customer experience.
- Support quality calibration exercises and maintain consistency of service standards.
- Provide coaching and knowledge sharing to frontline teams based on QA findings and customer feedback insights.
- Support development of training materials and service guidelines to strengthen service capabilities.
- Report observations and improvement opportunities to line management and relevant stakeholders.
- Analyse customer feedback, complaints and VOC data to identify recurring issues and service gaps.
- Recommend improvement initiatives to enhance customer journey and service delivery.
- Partner with operations teams to support implementation of service improvement initiatives.
- Support customer service transformation initiatives led by the Service Transformation function.
- Participate in projects related to service digitalisation, automation and enhancement of customer servicing capabilities.
- Collaborate with stakeholders to strengthen service processes and customer experience across touchpoints.
What we look for ?
- Bachelor's degree in related discipline preferred
- Minimum 6 years of experience in life insurance or Customer service operations
- Qualified in IIQE Papers 1, 3 and 5.
- Strong influencing and collaboration skills to work effectively with cross-functional teams.
- Ability to collaborate with stakeholders to drive service improvement initiatives.
- Proactive mindset with adaptability to change in a dynamic service environment
- Strong written and spoken English and Chinese
- Strong communication and stakeholder management skills
- Solid experience in customer services operations
- Experience in quality assurance or service quality monitoring
- Experience in customer insights analysis, VOC programs or service improvement initiatives would be an advantage
Personal Information Collection Statement
At Chow Tai Fook Life Insurance Company Limited (“the Company”) we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance (“the Ordinance”).
The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.
Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.
Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.