Manager, Training & Service Quality

JOB SUMMARY: 

• To drive training and service quality excellence across our East Asia operations (Thailand, Malaysia, Singapore, Hong Kong, Japan). 
• You'll 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