Customer Service Quality, Learning & Projects Lead

AIA; Makati; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

AIA is seeking a seasoned Quality Assurance, Learning and Development, and Project Management professional to join our Customer Service team. The role focuses on QA, training, and strategic initiatives within vendor operations to enhance customer experiences.

The successful candidate will audit interactions, design training materials, manage improvement projects, and collaborate with cross-functional teams and external partners to ensure compliance and performance excellence.

Qualifications

• Bachelor’s degree in business administration, operations management, or related field.
• Minimum of 5 years in QA, training, and project management in contact center or customer care.

Responsibilities

• Oversee QA framework implementation for vendor-managed operations.
• Audit customer interactions (calls, emails, chats, complaints) for compliance and quality.
• Analyze QC results to identify trends and improvement opportunities.
• Provide actionable feedback to vendor operations and internal teams.
• Design and deliver training programs; maintain training materials.
• Lead strategic projects to improve vendor operations and performance.

Skills

Analytical skills

Stakeholder management

Communication skills

Vendor management

QA & Training

Project management

Regulatory knowledge

Education

Bachelor’s degree

Tools

Agile

Waterfall

Job description

AIA is seeking a seasoned Quality Assurance, Learning and Development, and Project Management professional to join our Customer Service team. The role focuses on QA, training, and strategic initiatives within vendor operations to enhance customer experiences.

The successful candidate will audit interactions, design training materials, manage improvement projects, and collaborate with cross-functional teams and external partners to ensure compliance and performance excellence.