Customer Contact (Quality Assurance), Consultant
AIA Group · Kuala Lumpur
Build a healthier and more sustainable future for everyone.
At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities.
Join us to shape what comes next, grow through new experiences and extend your impact across Asia.
About the Role
As a Customer Contact Quality Assurance Manager, your primary objective is to lead and drive quality excellence across the Customer Contact team. You are responsible for developing, implementing, and continuously enhancing quality assurance strategies, frameworks, and governance to ensure a consistent and exceptional customer experience across all channels.
Through coaching, performance analysis, stakeholder collaboration, and continuous improvement initiatives, you will foster a culture of quality, compliance, and operational excellence, ensuring customers receive outstanding and consistent service regardless of the agent or support channel they engage with.
Role Responsibilities
- Develop, implement, and continuously enhance the Quality Assurance framework, standards, and governance across all customer contact channels
- Lead and oversee the quality monitoring team, ensuring evaluations are conducted consistently and in alignment with established quality standards.
- Analyze quality performance trends and identify opportunities to improve customer experience, compliance, and operational effectiveness.
- Drive a robust coaching and performance improvement culture through targeted feedback, development programs, and quality initiatives.
- Partner with Operations Leaders and Team Managers to review performance outcomes, address quality gaps, and implement improvement strategies.
- Monitor and analyze key customer and operational metrics, including Quality Scores, CSAT, FCR, Complaints, and Compliance indicators, to provide actionable insights
- Design and execute strategic initiatives to improve service quality, customer satisfaction, and operational performance.
- Lead root cause analysis activities to identify recurring issues and recommend sustainable corrective and preventive actions.
- Identify learning and development needs and collaborate with Training teams to design and implement onboarding, upskilling, and quality improvement programs.
- Establish performance dashboards and reporting mechanisms to provide visibility of quality and customer experience outcomes at agent, team, and organizational levels.
- Prepare and present quality performance reports, insights, and recommendations to senior leadership and key stakeholders.
- Champion and drive a High-Performance Culture through quality excellence, accountability, continuous learning, and customer-centric behaviors.
- Lead calibration sessions and quality governance reviews to ensure consistency, fairness, and alignment in quality evaluations.
- Manage and develop the Quality Assurance team by providing leadership, coaching, mentorship, and performance guidance.
- Drive continuous improvement initiatives by leveraging customer feedback, quality insights, industry best practices, and emerging technologies to enhance the overall customer experience.
- Foster a positive, collaborative, and inclusive team culture while promoting organizational values and engagement.
- Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements.
Minimum Job Requirements
- Bachelor's Degree in Business, Management, Customer Service, Communications, or a related discipline.
- Minimum 8-12 years of experience in Contact Centre Operations, Quality Assurance, Customer Experience, or Service Excellence, with at least 3-5 years in a people leadership role.
- Proven experience in developing and managing Quality Assurance frameworks, quality monitoring programs, governance practices, and performance management processes within a customer service or contact centre environment.
- Strong knowledge of customer service and operational metrics, including Quality Scores, CSAT, FCR, Complaints Management, Compliance, and Productivity KPIs.
- Demonstrated experience leading quality monitoring teams, calibration sessions, coaching programs, and performance improvement initiatives.
- Strong analytical, reporting, and problem-solving skills with the ability to perform root cause analysis and translate insights into sustainable improvement actions.
- Experience in designing and executing continuous improvement initiatives that enhance customer experience, service quality, and operational effectiveness.
- Strong stakeholder management skills with the ability to collaborate effectively with Operations, Training, and Senior Leadership teams.
- Proven ability to prepare and present management reports, dashboards, recommendations, and business insights to senior stakeholders.
- Excellent communication, leadership, coaching, and people development skills.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint; experience with analytics, reporting, quality management, or speech analytics tools is an added advantage.
- Experience in the insurance, financial services, BPO, or contact centre industry is preferred.
- Certification in Quality Management, Lean Six Sigma, Customer Experience, or related disciplines would be an added advantage.
- Strong commitment to customer centricity, continuous improvement, accountability, and fostering a high-performance culture.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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