Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.com, helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API, blockchain, trading systems and data science is to enable easy access to financial services that were previously inaccessible or difficult to understand.
Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world. For instance, we are the first platform globally to simplify and offer investment-linked life and health insurance online, coupled with an instant talk-to-agent service.
Job Summary: We're seeking a sharp Quality Assurance Manager with expertise in life insurance. You'll be responsible for maintaining high-quality standards, ensuring regulatory compliance, and driving efficiency improvements. Collaboration with teams to pinpoint enhancement opportunities, including monitoring the quality of calls and chats by telesales, customer experience, and sales staff, is key.
Key Responsibilities
- Evaluate Calls and Chats: Assess the quality of telesales, customer experience, and sales staff interactions, providing feedback and coaching for improvement.
- Develop and Implement Quality Assurance Processes: Create and enforce rigorous quality assurance protocols tailored to our life insurance operations.
- Data Analysis for Improvement: Analyze data to identify areas for enhancement and provide actionable insights for improvement.
- Provide Training on Quality Standards: Deliver training programs to ensure staff understanding and compliance with quality standards.
- Lead Continuous Improvement Initiatives: Drive initiatives to enhance operational efficiency and quality across all processes.
- Bachelor's degree in relevant field.
- years of experience in life insurance QA or similar role.
- Strong understanding of life insurance products and regulations.
- Analytical mindset with high attention to detail.
- Excellent communication skills.
