Customer Service Quality, Learning & Projects Lead

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

Job summary

AIA Hong Kong and Macau is seeking a role focused on quality control, learning and development, and strategic projects within the Customer Service Team. You will work with vendor partners, develop training materials, and drive continuous improvement across operations.

The role requires QA, training, and project management experience, with strong analytical and communication skills for cross-functional collaboration.

Qualifications

• Bachelor’s degree in business administration, Operations Management, or related field.
• 5+ years in QA, training, and project management roles, preferably in contact center or customer care.
• Certification in QA, training, or project management (e.g., PMP, Six Sigma, COPC) is preferred.

Responsibilities

• Oversee quality assurance frameworks and monitoring for vendor-managed contact center operations.
• Design, deliver, and evaluate training programs to upskill vendor teams and internal stakeholders.
• Lead strategic projects to improve vendor operations, with cross-functional coordination.

Skills

Quality assurance

Training delivery

Project management

Data analysis

Stakeholder collaboration

Vendor management

Regulatory knowledge

Communication

Education

Bachelor’s degree in business administration, Operations Management, or related field

Tools

Agile

Waterfall

Job description

AIA Hong Kong and Macau is seeking a role focused on quality control, learning and development, and strategic projects within the Customer Service Team. You will work with vendor partners, develop training materials, and drive continuous improvement across operations.

The role requires QA, training, and project management experience, with strong analytical and communication skills for cross-functional collaboration.