Quality Assurance Agent at AIG

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Maintain attendance and schedule adherence (8:00 a.m. to 6:00 p.m., Monday through Friday)
Maintain compliance with or exceed scorecard scores (engagement and productivity goals)

Responsibilities

Conduct call monitoring and evaluations (7,200 calls per year) to ensure compliance with processes, regulations (e.g., Personal Data Protection Act, Federal Consumer Protection Law), and customer service protocols
Provide timely and consistent support to cabin and general service departments to maintain service levels and response quality for policyholders
Identify areas for improvement, operational risks, malpractices, and deviations through call auditing, positively impacting NPS and CSAT results
Provide feedback to customer service, FNOL, and sales executives to correct errors
Create action plans for staff training and process improvements
Conduct feedback sessions and calibrations with the supervisory team
Develop strategies to ensure operators meet service standards
Interact with other business areas to meet customer needs
Notify leaders of areas of opportunity and propose actions to improve team performance
Ensure service experience aligns with company processes and policies to avoid fines, sanctions, or regulatory claims

Skills

Key technologies and capabilities for this role

Call MonitoringCall AuditingQuality EvaluationRegulatory ComplianceFeedback SessionsCustomer Service ProtocolsData AnalysisRisk IdentificationPerformance Improvement

Questions & Answers

Common questions about this position

What are the working hours for the Quality Assurance Agent role?

The position involves conducting 7,200 monitoring calls per year and providing feedback from 8:00 a.m. to 6:00 p.m., Monday through Friday.

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What is the salary range for this Quality Assurance Agent position?

This information is not specified in the job description.

What skills are required for the Quality Assurance Agent role?

The role requires skills in call monitoring and evaluation, providing feedback to executives, auditing calls for compliance with protocols and regulations, identifying operational risks and areas for improvement, and developing strategies and action plans for performance improvement.

What does AIG offer in terms of company culture and employee support?

AIG is committed to making a positive difference for colleagues and communities through Volunteer Time Off Programs and Matching Grants.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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