Call for Interest - Trainer / Quality Controller - Customer Experience & Delivery Excellence

Job description

Role Purpose

The Trainer / Quality Controller supports the Delivery Excellence function by developing agent capability, ensuring service quality, and driving continuous improvement initiatives. A key focus of the role is to elevate the Voice of Customer (VOC) score, strengthen customer interactions, and enhance overall service outcomes, particularly in insurance products and processes.

Key Responsibilities

• Delivery Excellence & VOC Performance
  • Monitor and analyze VOC data to identify patterns, gaps, and improvement opportunities
  • Support initiatives aimed at improving CSAT, NPS, FCR, and complaint reduction
  • Work closely with Operations and Quality to implement corrective actions based on VOC insights
  • Conduct root‑cause analysis for poor customer experience drivers and propose sustainable solutions
  • Participate in continuous improvement (CI) workshops to align operational performance with Delivery Excellence goals
    
    
• Quality Assurance & Coaching
  • Conduct audits on calls, emails, chats, and back‑office transactions
  • Ensure compliance with customer experience standards, insurance regulations, and internal SOPs
  • Provide structured feedback and coaching to agents and Team Leaders to improve quality and customer empathy
  • Drive calibration sessions to ensure scoring fairness and alignment across evaluators
  • Track quality trends and contribute to monthly DE/QM reporting
    
    
• Training & Learning Development (incl. Insurance Learning)
  • Deliver onboarding training with a strong focus on insurance concepts, customer service excellence, policy knowledge, claims fundamentals, and compliance
  • Develop and maintain training materials related to insurance processes, underwriting basics, claims handling, and customer experience journey understanding
  • Conduct refresher training and upskilling sessions addressing gaps highlighted in VOC and quality reports
  • Evaluate training effectiveness through assessments, simulations, and post-training performance monitoring
  • Collaborate with Subject Matter Experts (SMEs) to ensure training content reflects current insurance products and regulatory requirements
    
    
• Cross-Functional Collaboration
  • Work with Delivery Excellence, Process Owners, and Operations to ensure process optimization
  • Provide DE insights to support transformation, digitalization, and automation opportunities
  • Contribute to building a strong culture of continuous improvement and customer-centricity

Requirements :

• BTS