Job Description
Key Responsibilities
- Conduct new hire training, product/process training and soft skills relevant to insurance customer service.
- Ensure all trainees fully understand insurance terminology, policy types, premium calculations, endorsements, claims processes, etc.
- Provide hands-on system training for contact center CRMs, policy administration platforms, and ticketing tools used in the insurance domain.
- Maintain detailed training reports, attendance, evaluation sheets, and learning progress trackers.
- Identify skill gaps through evaluations and recommend targeted improvement plans.
- Support agents during the OJT period, monitoring call-handling skills, process adherence, and customer service quality.
Required Qualifications
- Graduate in any discipline (mandatory).
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