Telesales Quality Control Officer

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Additional Information

About FWD Group FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com Telesales Quality Control Officer supports the quality control process by reviewing telesales documentation and activities to ensure accuracy, compliance, and adherence to company standards. Completed tasks within SLA. Delivered tasks with good quality and accuracy. Maintain and meet organizational expectations for team engagement. Accesses the Midas system to review call recordings and verify whether the Telesales's conversation with the customer complies with the company's 17 quality standards. Identify basic errors or discrepancies and record findings clearly, escalating complex or non‑compliant cases to senior QC staff or supervisors. Prepare daily QC summaries and reports to support monitoring activities and highlight issues requiring further review. Assist in follow‑up actions by coordinating with relevant teams to correct QC issues and ensure the completeness of policy issuance processes.

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