Customer Service Quality & Learning Projects Lead

AIA (Web); Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

AIA is seeking a Senior QA, Learning & Development, and Project Management lead to ensure excellence within its Customer Service team, overseeing vendor operations and complaints management. The role drives QA, training, and strategic initiatives to improve service quality and compliance.

You will collaborate with internal teams and vendor partners to implement training programs, monitor risks, and manage projects that enhance customer experience and operational efficiency.

Qualifications

• Bachelor’s degree in business administration, operations management, or related field.
• 5+ years in QA, training, and project management roles, preferably in contact centers.
• Strong understanding of contact center operations and vendor management.
• Excellent analytical skills with ability to interpret data and generate insights.
• Proficiency in PM methodologies (Agile, Waterfall) and related tools.
• Exceptional communication and stakeholder collaboration skills.
• Certification in QA, training, or PM (e.g., PMP, Six Sigma, COPC) preferred.

Responsibilities

• Oversee QA frameworks and monitoring for vendor-operated contact centers.
• Audit customer interactions to ensure compliance with standards and regulations.
• Design, deliver, and evaluate training programs for vendor and care teams.
• Lead strategic projects to optimize processes and performance.

Skills

Quality Assurance

Training & Dev

Project Management

Analytics

Vendor Management

Agile

Six Sigma

Education

Bachelor’s degree in Business Administration or related field

Job description

AIA is seeking a Senior QA, Learning & Development, and Project Management lead to ensure excellence within its Customer Service team, overseeing vendor operations and complaints management. The role drives QA, training, and strategic initiatives to improve service quality and compliance.

You will collaborate with internal teams and vendor partners to implement training programs, monitor risks, and manage projects that enhance customer experience and operational efficiency.