Quality Assurance Agent

This position is a replacement. It is essential to ensure through call monitoring and evaluation that the Contact Center in Mexico complies with established processes and regulations for compliance with local regulations which helps prevent AIG from potential fines or sanctions.

This position conducts 7200 monitoring calls per year and provides feedback to the customer service FNOL and sales executives to correct any errors or deviations identified from 8:00 a.m. to 6:00 p.m. Monday through Friday.

Who we are

American International Group Inc. (AIG) is a leading global insurance organization. AIG member companies offer a broad range of property and casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risk.

We are also committed to making a positive difference for our colleagues and the communities where we work and live. We encourage colleagues to give back to the causes they care about most by supporting these efforts through our Volunteer Time Off Programs and Matching Grants.

Get to know the business

Monitoring provides data and analysis that supports informed decision-making within the company leading to improvements in the Contact Centers strategy and operations.

Quality agents are responsible for auditing calls to ensure compliance with customer service protocols and standards established in regulations such as the Personal Data Protection Act or the Federal Consumer Protection Law. They also identify potential operational risks malpractices and areas for improvement. They also conduct feedback sessions to propose actions to improve team performance.

About the Role

Responsible for monitoring incoming and outgoing calls at the call center to maintain customer-facing quality standards. Individuals in this position will work in a rapidly growing contact center where our customer service is world-class.

In this role you will help clarify details for corrections or positive contributions to campaigns. You can implement this action in person or through recordings. You will develop strategies to ensure all operators meet established service standards.

What you need to know:

The main objective of this work is to evaluate calls through monitoring in order to improve processes notifying the various leaders of each section of any identified areas of opportunity develop action plans and provide appropriate staff training ensuring timely service to our policyholders and avoiding claims before regulatory bodies.

Your contribution to AIG

The employee will ensure that the service experience of internal and external customers is aligned with the companys processes and policies. By meeting our objectives and providing the expected service we positively impact the companys NPS results increasing the trust of our stakeholders and the revenue from acquired business lines and avoiding any negative economic or social impact. Likewise through auditing compliance with established standards we avoid claims that could impact the company financially due to fines imposed by authorities.

Obligations and responsibilities

Provide timely and consistent support to the cabin and general service departments to maintain service levels ensuring the capacity and quality of response to our policyholders.

Conduct call evaluations through monitoring to identify areas for improvement that positively impact the companys NPS and CSAT results.

Ensure added value is provided to management to improve customer experience.

Create action plans for appropriate staff training.

Interact with other business areas as needed to meet customer needs.

Conduct calibrations with the supervisory team.

Maintain attendance and schedule adherence.

Maintain compliance with or exceed scorecard scores (engagement and productivity goals).

What we are looking for:

Essential Knowledge Skills and Abilities:

Analytical skills to identify bad practices.

Experience in call monitoring and audits.

Proven interpersonal skills with an emphasis on empathy and safety.

Professional enthusiastic and reliable attitude.

Initiative and creativity to contribute to new ideas that motivate staff.

Effective written and verbal communication skills.

PC proficiency (familiar with Windows applications).

Extensive knowledge of the product and/or services offered by the sector.

Ability to learn quickly and adapt to change.

Beneficial knowledge skills and abilities

• Previous experience in customer service and/or sales so you can easily identify staff strengths and weaknesses. Effective analysis and attention to detail.

Training/experience requirements

High school diploma required

1-2 years of experience in a customer service and/or customer-facing position.

Proficiency in Office suites.

Assertive communication data analysis and service-oriented attitude.

At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .

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