MetLife

What’s in it for you?

You’ll work in a collaborative team, with a great focus on professional growth and always there to shape together the best solutions for our business. As an expert in your profession, MetLife will develop you further and nurture your best talent, whilst building on your potential. Working for a Global Insurance business will present you with many cross-collaboration opportunities. In your local office you will be working with senior stakeholders, contributing to the effectiveness of the business. 

Job Summary: 

The Sales Quality Expert is responsible for evaluating, analyzing, and improving the quality of sales interactions to ensure compliance with company standards, industry regulations, and customer satisfaction goals. This role involves: supervising Agency administrative assistants, monitoring sales and calls with customers, escalating quality issues upon need, providing feedback to sales teams, identifying training opportunities, and driving continuous improvement in sales processes and customer engagement.

Key Responsibilities:

·      Evaluate and audit sales, sales and service-related calls and all interactions to ensure adherence to quality standards;

·      Develop and implement quality assurance guidelines and best practices;

·      Proactively analyze and identify the areas of potential risk in the sales process and the existing portfolio;

·   Collect relevant data from customers, sales force, administrative assistants, Call center and other colleagues upon need for proper analysis;

·      Respond promptly to any complaint from internal and external customers regarding the sales process;

·      Propose mitigating measures for potentially risky situations;

·      Manage and improve the procedures underlying the activation of the retained earnings; 

·      Manage and improve the “welcome call” process and procedures;

·      Manage the job done by administrative assistants for portfolio retention (Due payments calls and actions);

·      Establish strong, constructive relationships with customers and colleagues from other departments;

·      Recurring organization of Quality Committee;

·     Member of the Quality Committee responsible for recurring information on analysis, complaints, sales force results according to monthly analysis;

·   Ensure effective risk management into all day to day activities, in accordance with MetLife risk policies, and escalate any areas of concern to line manager and where appropriate Risk Management function;

·       Provide actionable recommendations to improve sales efficiency and effectiveness.

To become our next colleague, you’ll have to bring to the table the following:

·         Knowledge of administrative practices and procedures;

·         Excellent time management and communication skills with great attention to details;

·         Adaptable to change, ability and flexibility to switch easily between deferent tasks/ projects;

·         Ability to make good and quick decisions in a dynamic environment;

·         Customer orientation and autonomy in managing own tasks;

·         Ethics and integrity;

·         English language knowledge (intermediate or advanced level);

·         Knowledge of Microsoft Office (Word, PowerPoint, Excel) and the ability to work with technology (digital mindset);

·         Strong analytical skills: able to use data and statistical tools to draw valid conclusions and formulate solutions to solve the identified problems;

·         Problem solving skills: identify weakness in systems and processes and contribute to identifying solutions to reduce the risk in internal errors; 

·         Knowledge of CRM systems, call monitoring tools, and reporting software will be a plus;

·         Bachelor’ s degree in Business, Sales, Marketing, or a related field (preferred).

Interpersonal skills: ability to interact and build effective working relationships with colleagues and all levels of management.