Customer Contact QA Leader

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

Job summary

AIA is seeking a Customer Contact Quality Assurance Manager to lead quality excellence across the Customer Contact team. You will develop, implement, and continuously enhance QA strategies, governance, and coaching to ensure consistent, high-quality customer experiences across all channels.

Responsibilities include overseeing QA framework, monitoring, root cause analysis, and collaboration with Operations, Training, and Senior Leadership to drive improvements and metrics like CSAT and Quality

Qualifications

• Bachelor's Degree in Business, Management, Customer Service, Communications, or a related discipline.
• Minimum 8-12 years of experience 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.
• Experience in designing and executing continuous improvement initiatives that enhance customer experience, service quality, and operational effectiveness.
• Strong stakeholder management skills with the ability to collaborate effectively with Operations, Training, and Senior Leadership teams.
• Proven ability to prepare and present management reports, dashboards, recommendations, and business insights to senior stakeholders.
• Excellent communication, leadership, coaching, and people development skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint; experience with analytics, reporting, quality management, or speech analytics tools is an added advantage.
• Experience in the insurance, financial services, BPO, or contact centre industry is preferred.
• Certification in Quality Management, Lean Six Sigma, Customer Experience, or related disciplines would be an added advantage.
• Strong commitment to customer centricity, continuous improvement, accountability, and fostering a high-performance culture.

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

Quality monitoring

Leadership

Stakeholder management

Data analysis

Root cause analysis

Excel

PowerPoint

Speech analytics

Education

Bachelor's Degree in Business/Management/Customer Service/Communications

Tools

Quality management tools

Job description

AIA is seeking a Customer Contact Quality Assurance Manager to lead quality excellence across the Customer Contact team. You will develop, implement, and continuously enhance QA strategies, governance, and coaching to ensure consistent, high-quality customer experiences across all channels.

Responsibilities include overseeing QA framework, monitoring, root cause analysis, and collaboration with Operations, Training, and Senior Leadership to drive improvements and metrics like CSAT and Quality