Job Ref. No: JLIL 430 Role Purpose The role holder will ensure the delivery of superior customer experience by monitoring, evaluating, and enhancing service quality across customer touchpoints, processes, and interactions. The role holder will also aim to drive continuous improvement in customer satisfaction and operational efficiency by leveraging data-driven insights and best practices. Academic Background & Relevant Qualifications Bachelor’s degree in Insurance, Finance, Business or any other related course. Diploma in Insurance. Certifications in QA methodologies, customer experience, or design thinking are an added advantage. Minimum of 5 years in call centre and service centre operations, with a focus on quality assurance and customer experience. Proven track record in analysing customer feedback and implementing impactful process improvements. Experience in driving customer excellence initiatives in the insurance industry is preferred.