Trainer / Quality Controller – Customer Experience & Delivery Excellence

About the role

The Trainer / Quality Controller will support the Delivery Excellence function by building agent capability, safeguarding service quality, and driving continuous improvement initiatives. The focus is on raising Voice of Customer (VOC) scores and enhancing customer interactions for insurance products and processes.

Key responsibilities

• Monitor and analyse VOC data to identify trends, gaps and improvement opportunities.
• Support initiatives to improve CSAT, NPS, FCR and reduce complaints.
• Collaborate with Operations and Quality teams to implement corrective actions based on VOC insights.
• Conduct root‑cause analysis of poor customer experiences and propose sustainable solutions.
• Lead continuous‑improvement workshops aligned with Delivery Excellence goals.
• Perform audits on calls, emails, chats and back‑office transactions to ensure compliance with experience standards, insurance regulations and internal SOPs.
• Provide structured feedback and coaching to agents and team leaders to improve quality and empathy.
• Drive calibration sessions to ensure scoring fairness across evaluators.
• Deliver onboarding and refresher training covering insurance concepts, policy knowledge, claims fundamentals and compliance.
• Develop and maintain training materials and evaluate training effectiveness through assessments and performance monitoring.
• Collaborate with subject‑matter experts to keep training content up‑to‑date with product and regulatory changes.
• Work with Delivery Excellence, Process Owners and Operations to optimise processes and support digitalisation initiatives.

Required profile

• Experience in training, quality assurance or customer‑experience roles within a call‑center or insurance environment.
• Strong analytical ability to interpret VOC data and drive improvement actions.
• Excellent communication and coaching skills.
• Knowledge of insurance processes, underwriting basics and claims handling is preferred.

Required skills