Senior GEN AI Voicebot Executive.

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Role: Senior GEN AI Voicebot Executive

Reporting Manager (Title): AVP, Operations Shared Services Management

Department: Group Technology & Operations

Work Location : KL, Malaysia

Nature : 1-year contract, renewable based on individual performance and business

PURPOSE

The GenAI Voicebot Trainer is responsible for training and improving conversational capabilities of our AI Voicebot/Chatbot. As a AI Voicebot/Chatbot trainer, you will be responsible for call listening, evaluating, providing feedback to developers, training and refining performance of the AI Voicebot/Chatbot to ensure accurate and appropriate interactions with users.

KEY ACCOUNTAIBILITIES

• Design and train conversational flows: Collaborate with our AI Voicebot/Chatbot developer, Group Digital Team and users from various functions to enhance the voicebot/chatbot’s capability.
• Training and Finetuning: Train the AI Voicebot/Chatbot using customer service scenarios to ensure accurate and effective responses. Perform call audits to identify gaps, provide feedback and continue to finetune.

KEY PERFORMANCE INDICATORS

• Quarterly / Annual achievement of SLAs for each in-scope market. Quarterly / Annual achievement of KPI's
• Stakeholder feedback on performance and value creation through delivery of shared services operations capability.

EXTERNAL & INTERNAL CONTACTS

• Internal: SG Operations Leaders, key business partners and Group Office stakeholders.
• External: Vendor that may work related

DECISION MAKING

• In accordance with FWD Delegated Authorities.

QUALIFICATIONS / EXPERIENCE

• Degree holder preferred
• Minimum 5 years of experience working in the insurance industry, with at least 2 years in general insurance.
• Experience in a customer service center is a plus.
• Proven experience in UAT and working within structured project workflows.
• Relevant qualifications/certificates (LOMA, PGI and BCP) are preferred.

KNOWLEDGE & TECHNICAL SKILLS

• Good knowledge of GI insurance and services
• Good understanding of regulatory related to GI insurance.
• Able to work independently on projects and manage multiple tasks simultaneously.
• Able to handle multitask simultaneously.
• Good analytical, problem solving and decision-making skills.
• Demonstrated proficiency to work and adapt in a dynamic environment and recognize

COMPETENCIES Technical Knowledge:

• Proficiency in using customer service software and tools (e.g., CRM systems).
• Proficiency in MS Office skills and tech-savvy
• In-depth understanding of the company’s products and services to effectively assist customers

Behavior Competencies:

• Excellent verbal and written communication skills and resolving issues.
• Strong analytics and problem solving skills, with a keen eye for details.
• Ability to work independently and able to work collaboratively in a team environment and manage

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/