Customer Contact QA Leader

AIA Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Malaysia is seeking a Customer Contact Quality Assurance Manager to spearhead quality excellence across the Customer Contact team in Kuala Lumpur. You will design and implement QA strategies to ensure a consistent, exceptional customer experience across all channels.

You will coach, analyze performance, and collaborate with Operations and Training to close gaps, drive continuous improvement, and foster a high-performance culture focused on customer-centric outcomes.

Qualifications

• Bachelor's degree in Business, Management, Customer Service, Communications, or related discipline.
• 8–12 years in Contact Centre Operations, Quality Assurance, Customer Experience, or Service Excellence, with at least 3–5 years in a people leadership role.
• Proven experience in developing and managing Quality Assurance frameworks, quality monitoring programs, governance practices, and performance management processes within a customer service or contact centre environment.
• Strong knowledge of customer service and operational metrics, including Quality Scores, CSAT, FCR, Complaints Management, Compliance, and Productivity KPIs.
• Demonstrated experience leading quality monitoring teams, calibration sessions, coaching programs, and performance improvement initiatives.
• Strong analytical, reporting, and problem-solving skills with the ability to perform root cause analysis and translate insights into sustainable improvement actions.

Responsibilities

• Develop, implement, and continuously enhance the Quality Assurance framework, standards, and governance across all customer contact channels.
• Lead and oversee the quality monitoring team, ensuring evaluations are conducted consistently and in alignment with established quality standards.
• Analyze quality performance trends and identify opportunities to improve customer experience, compliance, and operational effectiveness.
• Drive a robust coaching and performance improvement culture through targeted feedback, development programs, and quality initiatives.
• Partner with Operations Leaders and Team Managers to review performance outcomes, address quality gaps, and implement improvement strategies.
• Monitor and analyze key customer and operational metrics, including Quality Scores, CSAT, FCR, Complaints, and Compliance indicators, to provide actionable insights.
• Design and execute strategic initiatives to improve service quality, customer satisfaction, and operational performance.
• Lead root cause analysis activities to identify recurring issues and recommend sustainable corrective and preventive actions.
• Identify learning and development needs and collaborate with Training teams to design and implement onboarding, upskilling, and quality improvement programs.
• Establish performance dashboards and reporting mechanisms to provide visibility of quality and customer experience outcomes at agent, team, and organizational levels
• Prepare and present quality performance reports, insights, and recommendations to senior leadership and key stakeholders
• Champion and drive a High-Performance Culture through quality excellence, accountability, continuous learning, and customer-centric behaviors
• Lead calibration sessions and quality governance reviews to ensure consistency, fairness, and alignment in quality evaluations
• Manage and develop the Quality Assurance team by providing leadership, coaching, mentorship, and performance guidance
• Drive continuous improvement initiatives by leveraging customer feedback, quality insights, industry best practices, and emerging technologies to enhance the overall customer experience
• Foster a positive, collaborative, and inclusive team culture while promoting organizational values and engagement
• Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements.

Skills

Quality Assurance

Leadership

Coaching

Stakeholder management

Data analysis

Excel

PowerPoint

Quality governance

Root cause analysis

Education

Bachelor's Degree in Business/Management/Customer Service

Tools

Speech analytics tools

Quality management software

CRM systems

Job description

AIA Malaysia is seeking a Customer Contact Quality Assurance Manager to spearhead quality excellence across the Customer Contact team in Kuala Lumpur. You will design and implement QA strategies to ensure a consistent, exceptional customer experience across all channels.

You will coach, analyze performance, and collaborate with Operations and Training to close gaps, drive continuous improvement, and foster a high-performance culture focused on customer-centric outcomes.