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Role: Senior GEN AI Voicebot Executive
Reporting Manager (Title): AVP, Operations Shared Services Management
Department: Group Technology & Operations
Work Location : KL, Malaysia
Nature : 1-year contract, renewable based on individual performance and business
PURPOSE
The GenAI Voicebot Trainer is responsible for training and improving conversational capabilities of our AI Voicebot/Chatbot. As a AI Voicebot/Chatbot trainer, you will be responsible for call listening, evaluating, providing feedback to developers, training and refining performance of the AI Voicebot/Chatbot to ensure accurate and appropriate interactions with users.
KEY ACCOUNTAIBILITIES
- Design and train conversational flows: Collaborate with our AI Voicebot/Chatbot developer, Group Digital Team and users from various functions to enhance the voicebot/chatbot’s capability.
- Training and Finetuning: Train the AI Voicebot/Chatbot using customer service scenarios to ensure accurate and effective responses. Perform call audits to identify gaps, provide feedback and continue to finetune.
KEY PERFORMANCE INDICATORS
- Quarterly / Annual achievement of SLAs for each in-scope market. Quarterly / Annual achievement of KPI's
- Stakeholder feedback on performance and value creation through delivery of shared services operations capability.
EXTERNAL & INTERNAL CONTACTS
- Internal: SG Operations Leaders, key business partners and Group Office stakeholders.
- External: Vendor that may work related
DECISION MAKING
- In accordance with FWD Delegated Authorities.
QUALIFICATIONS / EXPERIENCE
- Degree holder preferred
- Minimum 5 years of experience working in the insurance industry, with at least 2 years in general insurance.
- Experience in a customer service center is a plus.
- Proven experience in UAT and working within structured project workflows.
- Relevant qualifications/certificates (LOMA, PGI and BCP) are preferred.
KNOWLEDGE & TECHNICAL SKILLS
- Good knowledge of GI insurance and services
- Good understanding of regulatory related to GI insurance.
- Able to work independently on projects and manage multiple tasks simultaneously.
- Able to handle multitask simultaneously.
- Good analytical, problem solving and decision-making skills.
- Demonstrated proficiency to work and adapt in a dynamic environment and recognize
COMPETENCIES Technical Knowledge:
- Proficiency in using customer service software and tools (e.g., CRM systems).
- Proficiency in MS Office skills and tech-savvy
- In-depth understanding of the company’s products and services to effectively assist customers
Behavior Competencies:
- Excellent verbal and written communication skills and resolving issues.
- Strong analytics and problem solving skills, with a keen eye for details.
- Ability to work independently and able to work collaboratively in a team environment and manage
New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).
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What We Do
New Era Technology is a global managed technology service provider. New Era serves as a trusted adviser to more than 14,500 customers worldwide. Customers rely on New Era’s seamless blend of solutions that securely connect people, places, and information in a rapidly changing digital world. New Era has offices in the Americas, the United Kingdom, APAC, and Europe. New Era provides solutions and services to diverse industries including Global Enterprise, Banking & Finance, Smart Buildings & IoT, Healthcare, Education, and Government. Solutions and Services: • Collaboration & Unified Communications • Data Networking • Digital Transformation • SecureBlu Security Services • CloudBlu Cloud Services • Physical Security & Life Safety • Managed Services • Professional Services
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