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Senior Officer, Training and Quality Assurance Specialist
2 months ago
About the Role:
We are seeking a highly skilled and experienced Senior Officer to join our Training and Quality Assurance team at Bupa. As a Senior Officer, you will play a key role in designing and delivering training programs to frontline staff and vendors, ensuring they have the skills and knowledge needed 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 as a team player in the Training Team to ensure there is 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 on the service quality.
- Keep fully informed of new products, policies, promotions, procedures, and systems.
- Work with Compliance to ensure that training materials and training delivery methods meet best practice and regulatory requirements.
- Take a training lead role for certain projects in the 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.
- Strong 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 are required, with emphasis on developing people to achieve successful outcomes.
- Critical thinker with innovative problem-solving skills.
- Strong continuous improvement focus.
- Passionate and result-oriented; enjoy working in a fast-paced environment.
- Attentive to details and willing to learn, able 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 base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.
