Experience Excellence Specialist

2 weeks ago

Taguig, National Capital Region, Philippines FWD Insurance Full time ₱300,000 - ₱600,000 per year

About FWD GroupFWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.For more information, please visit About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.For more information, please visit  1 > Statistics > Life > 2022 > Based on Paid-Up Capital2 > Statistics > Life > 2022 > Based on New Business Annual Premium EquivalentThe Experience Excellence Specialist is responsible for conducting fair and consistent evaluations of customer interactions across inbound and outbound customer interactions to provide accurate, objective, and consistent assessments. By analyzing the quality of service delivered, the role generates insights that support overall business improvement, provide actionable information for decision-making, and highlight opportunities to strengthen frontline performance. The Experience Excellence Specialist ensures evaluations are completed within required volumes and timelines, with feedback that is clear, constructive, and aimed at enhancing customer experience and service quality.2-3 years in a customer service environment dealing with quality assurance/qualitymonitoring, strong analytical skills and attention to detail, effective written and verbalcommunication skills, ability to provide constructive feedback objectively and respectfully.Insurance experience is a plus.Conduct quality evaluations of customer interactions, complete required evaluation volumes within deadlines, and provide fair, objective, and actionable feedback to support improved customer experience and service delivery.Accurately document results and share insights that inform business decisions.Participate in calibration sessions to ensure consistency and fairness.Highlight recurring issues, process gaps, or training needs for escalation and improvement.Privacy NoticeYour privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview. 

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