Customer Service Quality, Learning & Projects Lead

AIA Hong Kong and Macau; Philippines; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Quality Assurance, Learning and Development professional to strengthen the Customer Service Team within vendor operations and complaints management. The role combines QC, learning and development, and project management to drive continuous improvement across channels.

You will collaborate with internal teams and external partners, design training materials, conduct audits of customer interactions, and manage risk while leading strategic initiatives to enhance

Qualifications

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

Responsibilities

• Quality Control and Risk Management: oversee QA frameworks for vendor contact centers and complaints.
• Learning and Development: design, deliver, and evaluate training programs for vendor and care teams.
• Project Management: lead strategic projects to improve vendor operations and processes.
• Cross-functional collaboration to define scope, monitor risks, and drive performance improvements.

Skills

Quality Assurance

Training & Development

Project Management

Data Analysis

Vendor Management

Regulatory Knowledge

Stakeholder Engagement

Education

Bachelor's degree in business administration/Operations Management

Tools

Jira

MS Office

Job description

AIA Hong Kong and Macau is seeking a Quality Assurance, Learning and Development professional to strengthen the Customer Service Team within vendor operations and complaints management. The role combines QC, learning and development, and project management to drive continuous improvement across channels.

You will collaborate with internal teams and external partners, design training materials, conduct audits of customer interactions, and manage risk while leading strategic initiatives to enhance