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.

• Conduct call evaluations through monitoring to identify areas for improvement
• Provide feedback to the customer service, FNOL, and sales executives
• Maintain customer-facing quality standards
• Develop strategies to ensure all operators meet established service standards

• 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

• 401k matching
• Health insurance
• Flight privileges

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.