Krungthai-AXA Life Insurance Public Company Limited

Service Quality Specialist (QA - Call Center)

Krungthai-AXA Life Insurance Public Company Limited
ลงประกาศเมื่อ 12 Jan 2021

Service Quality Specialist (QA - Call Center)

Krungthai-AXA Life Insurance Public Company Limited


  • 3 years of experience in a QA Service, Call Center
  • Life insurance background is required
  • Good command of spoken and written English


Job Description:

  • Monitors performance of staff members according to established monitoring standards, support team in delivering coaching and feedbacks to Team Leaders for further action.
  • Perform QA of In-house and Outsources call, also produce QA monthly report.
  • Develop talk script for Contact Center when new service launched.
  • Work Closely with Learning & Development Team and Team Leaders to ensure effective coaching and development to front line staff to continuously improve.
  • Responsible for multiple locations Bangkok and Chonburi site. Drive Continuous Improvement initiatives.
  • View, monitor and work closely with inhouse /vendors/outsource Contact Centre to analyze data and extract meaningful and actionable insight.
  • Ensure consistency across vendors in expectations, performance, capabilities as compared to each other and industry best practices.
  • Develop, assess and refine processes & procedures to: ensure continuous improvement in the delivery and quality of services, remedy any existing performance gaps, and adapt to changes in business needs.
  • Maintain, and improve the Call Recording Quality Management platform.


  • Bachelor's degree in any fields
  • At least 3 years of experience in a QA Service function.
  • Life insurance background is required.
  • Experienced in  Service section or call center is preferable.
  • Experience designer support Contact Centre function within inhouse / outsourcing Contact Centre environment, staff and program management is required.
  • Deep understanding of relevant Contact Centre KPIs to help drive best in class.
  • Good command of spoken and written English
  • Contact center service quality monitoring.
  • Good collaboration, team work and good coordination skill
  • Strong change management, conflict management skill and work well under pressure
  • Passionate for Customer Focus.


3 ปี
งานเต็มเวลา, งานประจำ


Khungthai AXA is a perfect combination of Khungthai Bank Plc., a commercial bank of the Thai Government, and the AXA Group, the world’s number one insurance group. We aim to satisfy both clients and employees. Our mission is to help people and economies grow. With 140,000 employees of AXA. Group. We have the international reach, experience and imagination it takes to bring the best financial protection and wealth management to 50 million clients worldwide Our commitment is to satisfy our clients by providing high standard services that are highly suited to the needs of today’s Thai people


สวัสดิการและสิ่งจูงใจอื่น ๆ
สิทธิการเบิกค่าทันตกรรม, ทำงานสัปดาห์ละ 5 วัน, มีเวลาการทำงานที่ยืดหยุ่น, ประกันชีวิต, ประกันสุขภาพ, เงินโบนัสตามผลงาน