FWD Life Public Company Limited

Job ID: BK-149158 | Location: Bangkok, Thailand
22 October 2019 Print Report Share

FWD Life Public Company Limited

Job ID: BK-149158 | Location: Huaykwang, Bangkok, Thailand

AM - Quality Assessment (Call Center)

Operation Productivity & Quality Improvement

  • Collaborates with business unit leaders in Customer Engagement and other partnered function in TOP, Distribution channels, Marketing, Customer Management and other related functions to resolve issues of service quality and develop preventive actions for continuing operations.
  • Measures process accuracy and efficiency for a business process and service to assessing how well it meets customer requirements and evaluating improvement efforts.
  • Review standard operating service guideline and conduct coaching session for both new and existing staff in Customer Engagement area to meet with minimum service standard requirement and provides recommendation for higher service standard.
  • Leads and motivates team members to work directly with all department heads to understand current process that impact negatively to quality of service and operation’s productivity.
  • Analyzes and prioritizes the improvement plan according to business impact findings and make recommendations to executive leaders and steering committee
  • Provides leadership needed to coordinate interaction and communication among cross-functional staff and managers to ensure the success of change management process
  • Responsible for any extra work or project assigned.

 Quality Assurance and Control

  • Defines, develops and implements quality assessment guide, quality assurance practices, and control procedures with the operations user manual to follow
  • Plans and organizes resources to inspect service deliverables and raise problem investigate report to related parties with recommended actions
  • Develops regular operational quality assessment reports and dashboard for CE management team.


  • Bachelor degree with 8+ years working experience
  • 3-5 years of experienced life insurance operations or quality assurance with a role of team leader or higher
  • Knowledge and well understand in Quality Management tools
  • Ability to manage positive relationship and deal with the queries or challenge from executive leaders on improvement proposal with effective negotiation skill
  • Ability to listen, coach, motivate, and develop team member
  • Stress tolerance under pressure

Human Resources Department

 FWD Life Insurance Public Company Limited

 29th Floor-Sindhorn Building Tower III
130-132 Wireless Rd. Lumpini, Pathumwan
Bangkok 10330,Thailand

 Telephone: 02-6326222 ext.: K. Prapada #6265

Only shortlist candidates will be notified

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Job Details:

Five-day work week
Performance bonus
Medical insurance
Dental insurance
Life insurance

FWD Life Public Company Limited
Established in 2012, FWD Thailand aims to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. Along with TMB, our bank partner, we deliver fresh customer experiences and provide quality services to more than 700,000 customers nationwide. FWD is a fresh insurance company for aspirational people who are looking forward to their lives ahead. We believe that life is all about living your passion and pursuing happiness; it’s our commitment to empower people to live their lives to the fullest everyday. We strive to deliver a whole new insurance experience that will make our customers feel secure and to have the confidence to pursue their passions with true peace-of-mind. When you become our customer, you’ll notice the difference in the way we talk, the tone of our conversation, our easy-to-understand products, and true convenience in dealing with FWD. At FWD, we encourage our staff and customers to live their passions and get more out of life every day. Dare to be different, perform with passion, do the right thing, succeed together, and care for people are the core values we adhere to while fulfilling our promise. H appiness, success, and fun are lifestyle aspirations that we live by. This is reflected in our dynamic and passionate working that leads to a fun working environment and ultimately success. We work hard but we play harder. We like to celebrate a job well done and also provide our staff members

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