Customer Service Quality & Learning Projects Lead

AIA Hong Kong and Macau; Makati; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

AIA Philippines in Makati is seeking a Customer Service Quality, Learning and Projects Principal to drive operational excellence in vendor contact center operations and complaints handling. The role combines QC, training, and project management to improve customer experience and regulatory compliance.

You will partner with internal teams and vendors to design impactful training, assess risks, and lead strategic improvement initiatives across the customer care function.

Qualifications

• Bachelor’s degree in business administration, operations management, or related field.
• Experience in QA, training, and project management in contact center or customer care.
• Knowledge of complaints handling and regulatory requirements is a plus.

Responsibilities

• Oversee quality assurance frameworks for vendor-managed contact center operations.
• Audits of customer interactions to ensure compliance with standards and regulations.
• Analyze QC results and provide actionable feedback to improve performance.
• Develop and deliver training programs for vendor and customer care teams.
• Lead strategic projects to improve vendor operations and process optimization.

Skills

Quality control

Risk management

Learning & development

Project management

Analytical skills

Regulatory knowledge

Communication

Vendor management

Education

Bachelor’s degree in business administration or operations management

Tools

Agile

Waterfall

Job description

AIA Philippines in Makati is seeking a Customer Service Quality, Learning and Projects Principal to drive operational excellence in vendor contact center operations and complaints handling. The role combines QC, training, and project management to improve customer experience and regulatory compliance.

You will partner with internal teams and vendors to design impactful training, assess risks, and lead strategic improvement initiatives across the customer care function.