[MY] Assistant Manager, Quality Assurance and Training

About the team

Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our TPA business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We make sure that our customers remain our top priority.

About the role

We are seeking an Assistant Manager, Quality Assurance and Training, responsible for developing and maintaining effective training programs and quality processes within the DA Operations & Customer Service teams.

The ideal candidate will have previous experience working with insurance policies and products (e.g. Employee Benefits, SHIELD).

This role is based in Malaysia and reports directly to the Manager, Operations.

A summary of the key responsibilities are as follows:

• Identify and develop individualized and group training plans to address varying needs
• Effectively communicate updates and developments with team members, trainers and management
• Be involved in service enhancement projects (e.g. new service materials for internal Knowledge Base portals)
• Create and maintain meaningful training materials, onboarding programs & SOPs for all customers facing touch points
• Manage the classroom to ensure an organised and productive learning environment for all trainees
• Keep up with the day-to-day logistics of running a training, including communicating training details to trainees, coordinating classroom materials, and other administrative duties as required
• Collect and communicate to the manager/s feedback on the effectiveness of the training program through training surveys and ongoing observations
• Maintain up to date, functional knowledge of DA products, as well as tools, systems, and workflows
• Proactively identify training gaps and needs from organisational changes, and support such changes by creating, executing and rolling out training projects
• Audit and monitor inbound and outbound calls, chats and emails assessing interactions based on internal standards
• Provide coaching and performance analysis to the frontline team members, and providing feedback to managers on trainee engagement and performance
• Ensure quality framework is in place based on the expected employee behaviour and coordinated across stakeholders
• Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target
• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations/CS teams to improve quality performance
• Prepare monthly and ad hoc training and quality reports for management
• Contribute to the team culture in a positive manner
• Other ad hoc duties as required

About you

• 5+ years of experience in training and quality, preferably within a call centre handling health insurance (e.g. employee benefits, SHIELD)
• Knowledge in Singapore employee benefits and health insurance market is an advantage
• A demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative and team-oriented environment
• Proven track record of analytical skills
• Proficient in English with excellent written and verbal communication skills. Proficiency in an additional language is an advantage.
• Experienced in developing and executing training programs
• Great people skills and ability to communicate (negative) feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Examples of data visualization abilities and understanding of support metrics
• Perception of basic business metrics and how support impacts those
• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges.
• Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA’s goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organizations, and 25 regional insurers we work with. Grounded in our motto “Keep Going, Keep Growing”, our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia’s healthcare future!

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/ for more information.