Team Lead, Business Operations QA and Governance

Join us as a Quality Assurance & Training Assistant Manager to take your customer operations career to the next level with a global market leader.

Make your mark in Customer Operations
 

Our Contact Centre team plays a critical role in delivering consistent, high-quality customer experiences. Through quality assurance, training, governance, and complaint management activities, the team helps ensure operational excellence, regulatory compliance, and continuous improvement across customer service operations.

Reporting to the Contact Centre Manager, this role is responsible for quality assurance monitoring, training delivery, complaint management, governance reporting, and supporting operational improvement initiatives across the Contact Centre.

How you will create an impact

• Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team.

• Conduct transaction monitoring against quality criteria and standards.

• Perform required coaching and close loop management of assessed transactions.

• Conduct call calibration, refreshment training base on QA and operational finding to ensure standardization of quality and compliance auditing.

• Drive, Lead and execute in enhancement of the quality monitoring criteria and training program to meet Contact Center requirement and local regulatory requirements.

• Identify training needs through Quality Assurance monitoring across Contact Center and collaborate with stakeholders for up-to-date training knowledge.

• Provide insights from quality assurance monitoring to support improvement to Contact Centre Training material development and delivery continuous improvement.

• Responsible for new Contact Center onboarding including Product Knowledges/ UW guidelines/ Processes/ Services and Systems to meet AIG standard quality services.

• Continuously improve training programs to meet evolving business and regulatory needs.

• Develop, review and maintain Contact Center training materials, Contact SOPs and knowledges bases.

• Prepare all Contact Center reports, QA reports and Complaints reports on regular basis and provide data driven insight for continuous improvement project initiatives.

• Be first of contact person who handle feedbacks / complaints cases that customers/producer contact to complaint unit.

• Ensure appropriate resolution is provided by complainants.

• Ensure complaints will be resolved within agreed SLAs.

• Support Project Management and Transformation within Contact Center as Subject Matter Expert of technology and operations process and services improvement initiatives.

• Assist with general administrative duties and ad-hoc projects as assigned.
   

What you'll need to succeed

• At least 5 years of working experience in Quality Assurance, Training, Complaint Handling and Governance & Reporting is preferable.

• Experience in Salesforce (CRM), Genesys system is preferable.

• Good command of English in speaking, writing, and reading is preferable.

• Communicate in a clear, precise professional manner and interpersonal skills to engage with all parties both internal and external stakeholders.

• Foster a collaborative team environment by continuous learning, and driving operational excellence initiative.

• Proactive, growth mindset, and good team player with high levels of motivation is essential.

• Strong sense of responsibility and ownership, ability to work in a dynamic and fast-paced environment are required.

• Strong prioritization, organization, detail oriented, problem-solving, positive attitude, adaptability skills are required.

• Ability to remain composed and professional under pressure, especially in busy or challenging situations.

• Proficiency in the use of MS Office specially Word and Excel are required.
   

Ready to make a bigger impact?

We look forward to reviewing your application.