Manager, Training & Service Quality
Manager, Training & Service Quality
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB SUMMARY:
- To drive training and service quality excellence across our East Asia operations (Thailand Malaysia Singapore Hong Kong Japan).
- Youll lead a team of 8-10 professionals ensuring the Call Center and Claims Management teams deliver exceptional service and continuously improve.
- This role blends strategic oversight with hands-on execution from conducting training and audits to coaching teams and driving performance improvements.
JOB RESPONSIBILITIES:
Team Leadership & Collaboration
- Lead coach and inspire a team of training and quality professionals.
- Partner with operations customer experience business excellence and compliance teams.
- Deliver training on service excellence and quality standards.
Quality Performance Monitoring & Reporting
- Conduct call audits and service quality assessments.
- Track Quality KPIs identify trends and report insights to senior management & Workforce Manager
- Drive continuous improvement in closed collaboration with team leads/operations managers
Quality Assurance
- Develop and enforce QA policies and procedures.
- Contribute to root cause analysis and identification of corrective actions alongside CX team & Operations managers
- Ensure compliance with internal and external standards
Training & Development
- Design and deliver onboarding and ongoing training programs.
- Facilitate role-plays coaching and mentorship initiatives.
- Maintain training records and evaluate effectiveness.
- In conjunction with business lead and HR drive training gap analysis and requirement to ensure effectiveness and quality services delivered for all lines of business.
Clients & Internal Calibration
- Support client audits and calibration sessions.
- Ensure consistent evaluation standards across teams.
JOB REQUIREMENTS & QUALIFICATIONS:
Qualifications and Experience
- Degree in Education HR or a related field.
- 5 years in customer service contact center operations or training.
- Previous experience in the assistance / insurance industry is a plus
Knowledge Skills and Competencies
- Proven team leadership and coaching skills.
- Strong knowledge of customer service best practices.
- Ability to work independently or under minimum supervisory
- Ability to work and engage with senior stakeholders provide / drive constructive meetings
- Ability to work well under pressure and escalate positively with potential solutions when required
- Excellent communication interpersonal and analytical skills.
- Hands-on experience with QA tools and metrics.
- Proficient in Microsoft Office; multilingual skills (Mandarin/Cantonese/Japanese) are a bonus.
- Fluent English is a must
Employment Type
Full Time
