Customer Service Quality, Learning & Projects Lead

AIA Hong Kong and Macau; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

AIA Hong Kong and Macau is seeking an experienced professional to enhance operations within its Customer Service Team. The role combines quality control, learning and development, and project management to optimize vendor-managed contact center operations and complaints handling.

You will work with internal teams, vendor partners, and cross-functional stakeholders to drive continuous improvement, deliver effective training, and manage strategic initiatives that improve overall customer

Qualifications

• Bachelor’s degree in business administration, operations management, or related field.
• Minimum of 5 years of experience in QA, training, and project management roles, preferably in a contact center or customer care environment.
• Strong understanding of contact center operations and vendor management.
• Excellent analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in project management tools and methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders
• Knowledge of complaints handling processes and regulatory requirements is a plus.
• Certification in QA, training, or project management (e.g., PMP, Six Sigma, COPC) is preferred.

Responsibilities

• Quality Control and Risk Management: oversee QA frameworks and monitoring processes for vendor-managed contact center operations and complaints management.
• Quality Control (QC): conduct audits of customer interactions to ensure compliance with standards and regulatory requirements.
• Collaborate with Risk and Compliance teams to align QC/QA processes with regulations and policies.
• Identify and assess risks related to outsourced contact center operations, including data security and SLA breaches.
• Maintain a risk register and coordinate with leadership on mitigation strategies.
• Learning and Development: design, deliver, and evaluate training programs for vendor and customer care teams.
• Develop training materials and ensure consistent delivery with vendor trainers.
• Track training effectiveness and address performance gaps.
• Onboarding: support onboarding programs for new hires in vendor operations and customer care teams.
• Project Management: lead strategic projects to improve vendor operations, scope initiatives, monitor risks, and report progress to leadership.
• Coordinate cross-functional teams and vendors to ensure timely execution.

Skills

QA

Training

Project management

Analysis

Stakeholder management

Education

Bachelor’s degree in business administration

Operations management

Job description

AIA Hong Kong and Macau is seeking an experienced professional to enhance operations within its Customer Service Team. The role combines quality control, learning and development, and project management to optimize vendor-managed contact center operations and complaints handling.

You will work with internal teams, vendor partners, and cross-functional stakeholders to drive continuous improvement, deliver effective training, and manage strategic initiatives that improve overall customer