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 7,200 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 areAmerican 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 businessMonitoring provides data and analysis that supports informed decision-making within the company, leading to improvements in the Contact Center's 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 RoleResponsible 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 KnowThe 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 AIGThe employee will ensure that the service experience of internal and external customers is aligned with the company's processes and policies. By meeting our objectives and providing the expected service, we positively impact the company's 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 company's 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 ForEssential 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 AbilitiesPrevious 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 MattersAt AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s 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 security—as well as your professional development—to bring peace of mind to you and your family.Reimagining insurance to make a bigger difference to the worldAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s 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 inclusionWe’re committed to creating a culture that truly respects and celebrates each other’s 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 AIG’s 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 candidatecare@aig.com.Functional AreaOP - OperationsAIG SEGUROS MEXICO S.A. DE C.V.