Service Quality Specialist

Experience level Expérimentés
Job details sector Assurance Vie et Epargne

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
  • Minimum of 2 year experience in a QA Service function
  • Life insurance background is preferable
  • Experienced in Service section or call center is preferable
  • Experienced in designer support Contact Centre function within inhouse / outsourcing Contact Centre environment, staff and program management are required
  • Deep understanding of relevant Contact Centre KPIs to help drive best in class
  • Good command of spoken and written English
  • Personality self-managed, highly results driven and resilient.
  • Strong communication skill – must be able to effectively communicate with/influence senior leadership, peers and staff.

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

Krungthai-AXA Life Insurance Public Company Limited, created from a solid co-investment partnership between Krungthai Bank PCL. and the AXA Group, global financial protection and asset-management specialists.

Krungthai-AXA Life Insurance Public Company Limited is committed to doing business responsibly, and to building trust-based relationships with all of our alliances.

  • A competitive salary
  • Health Insurance cover OPD and IPD and dental plan 
  • Life and Accident Insurance 
  • Parent’s Health Benefit(IPD) for single staff 
  • Company provides group health insurance including his/her spouse and up to 3 children
  • Provident Fund