Lead, Quality Assurance - Customer Contact

AIA Hong Kong and Macau

Kuala Lumpur

On-site

MYR 180,000 - 280,000

Full time

14 days+

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Job summary

AIA Malaysia in Kuala Lumpur is seeking a Customer Contact Quality Assurance Manager to lead quality excellence across our customer contact teams. You will develop and enhance QA frameworks, coach a team, and partner with Operations to drive performance improvements and customer satisfaction.

The role requires strong leadership, analytics, and a customer-centric mindset to ensure consistent service across channels.

Qualifications

Bachelor's degree in Business, Management, Customer Service, Communications, or related discipline.
8–12 years in Contact Centre Ops, QA, CX, or Service Excellence, with 3–5 years in people leadership.
Experience building and managing QA frameworks, monitoring programs, governance, and performance management.
Strong knowledge of Quality Scores, CSAT, FCR, complaints, compliance, and productivity KPIs.
Proven ability to lead calibration sessions, coaching programs, and stakeholder engagement.

Responsibilities

Develop, implement, and continuously enhance QA framework, standards, and governance across contact channels.
Lead quality monitoring team; ensure evaluations align with established standards.
Analyze quality trends and identify opportunities to improve customer experience and compliance.
Drive coaching and performance improvement through targeted feedback and programs.
Collaborate with Operations Leaders to review performance gaps and implement improvements.
Prepare and present quality performance reports to senior leadership.