Training and Quality Assurance Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Bupa Full time
Job Summary

We are seeking a highly skilled and experienced Training and Quality Assurance Specialist to join our team at Bupa. As a key member of our Training Team, you will be responsible for designing and delivering training programs to frontline staff and vendors, ensuring that they have the necessary skills and knowledge to provide exceptional customer service.

Key Responsibilities
  • Design and deliver training programs to frontline staff and vendors, including induction, new products, services, and processes related to customer service
  • Identify training needs by consulting with stakeholders and using needs assessments
  • Work collaboratively with the Training Team to ensure an up-to-date, dedicated central reference point for all technical queries
  • Work closely with the business to implement recommendations to improve the customer experience through training and development
  • Complete analysis on quality data, identifying trends and providing refreshment training/coaching to improve service quality
  • Stay informed of new products, policies, promotions, procedures, and systems
  • Work with Compliance to ensure training materials and delivery methods meet best practice and regulatory requirements
  • Take a training lead role for certain projects in Customer Service as required
  • Organize various kinds of core training events and team/culture building activities
  • Support and coordinate external training and logistic arrangements
Requirements
  • Preferable with 4 years' relevant training experience, and related to insurance or medical industry
  • Sold knowledge and experience in all aspects of learning and development, including training needs analysis, course design, delivery, and evaluation of course effectiveness
  • Proactive, innovative, and strong customer-oriented mindset, able to work under pressure
  • Good interpersonal skills, communication skills, facilitation skills, and influencing skills, with emphasis on developing people to achieve successful outcomes
  • Critical thinker with innovative problem-solving skills
  • Strong continuous improvement focus
  • Passionate and result-oriented, with a willingness to work in a fast-paced environment
  • Attentive to details and willing to learn, with the ability to handle multiple tasks within a tight deadline
  • Highly computer literate, with proficiency in MS Office and related business and communication tools
  • Good command of both spoken and written English and Chinese
  • Strong stakeholder management experience, with the ability to build and strengthen relationships within the business and externally at all levels
What We Offer

Bupa offers a comprehensive remuneration package, including a base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, and more.

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