Sun life Việt Nam ★ 3.7

Job purpose:
As a part of Client Services department, Contact Center is mainly in charge of embracing Client experience thru inbound and outbound calls service. Besides, the team is expecting to account for effectiveness of daily CC operations and business efficiency as well.

Objective of this job: This position plays a critical role to perform data analytics and quality assurance activities among Contact Center and other matters of business concerning points. From that, to provide insights and identify any gap for improvements. Therefore, it can help us on improve sale quality, client experience as well build client’s trust for long term relationship with Sun Life Vietnam.

Major accountabilities:
• Build up quality assurance process and play the role of 1st of defense to execute the process to meet business objectives in terms of quality control & business insight analytics.
• Frequently review all related operating processes such as Submission calls, Quality Control process, Sales Process, … in terms of design effectiveness and operating effectiveness to make sure any gaps finding to be remediated/mitigated.
• Coordinate with other teams to identify any improvement areas of existing procedures/processes (ie. Hotline/submission, etc) and suggest for enhancements to improve business quality.
• Analyze Client base data related to Submission calls for validating indicators for data quality such as phone numbers, emails, Client's profile suitability, …
• Provide insights of Clients base at onboarding step and afterward if there is any change behavior applied (e.g: change phone number right after policies isssued, ...)
• Analyze calls results and provide analytics for suspicious trend on sale channels
• Based on data analytics, produce periodic reports (daily/weekly/…) and adhoc based on business need.
• Frequently monitor calls performance and data integrity to escalate if there is any suspicious cases or unusual signals in specific sales channels/regions, ...
• Monitor calls quality performance of Contact Center/Client Services
• Review calls/cases history to address any questions/escalation from other teams
• Coordinately with other teams (such as sale teams, BQA/AQA) to organize meetings/sharing about Submission call results customized for specific sale channels/regions, ... to escalate the findings and suggestions for improvements.
• Organize training for CC/CS to improve calls quality results and provide constructive and timely feedback to CC/CS so that they can improve both quality and productivity.
• Listen to CC/CS calls to understand CC/CS calls quality and identify whether any issue is discovered through the calls.
• Review after-call work tasks such as how CC follow up Clients requests properly, how CC input calls results exactly…