The Company
My client is a world-leading insurance and financial services provider, is redefining the customer experience in Hong Kong. We are looking for a strategic Senior Manager / Associate Director of Quality Assurance & Service Excellence to lead the evolution of our Contact Centre training and quality function.
This is not a "check-the-box" training role. This is an opportunity to close the loop between QA data, customer voice, and agent behaviour-driving measurable improvements in tNPS, FCR, and complaint reduction.
The Role
- Build & Deliver Training Curriculum
- Create a complete training pathway for omnichannel staff (voice, chat, email, social) with clear proficiency milestones-from new hire to expert.
- Deliver engaging classroom and virtual training sessions. You will be on the floor, training regularly.
- Develop job aids: phrasing guides, objection-handling matrices, escalation pathways.
- Use QA to Make Training Better
- Partner with QA to review soft-skill scorecards and calibration results.
- Translate QA gaps into targeted training sprints and refreshers-fixing real performance issues.
- Close the loop: If agents are failing on empathy, you build an empathy module.
- Coach & Mentor Agents & Team Leaders
- Establish a coaching framework for 1:1 and small-group sessions.
- Model best-in-class soft skills in every interaction.
- Train the trainers: Upskill Team Leaders to reinforce learning on the floor.
- Measure What Matters
- Track training participation, certification completion, and post-training assessments.
- Measure behavior change: Are QA soft-skill scores improving? Is complaint rates dropping?
- Report to leadership on training impact to tNPS, FCR, and AHT (balanced with quality).
Your Profile
- 8+ yearsin Customer Service, L&D, or Contact Centre operations
- 5+ years designing AND delivering soft-skill trainingat scale (classroom + virtual)
- Proven success: You can point to a time your training lifted QA scores or reduced complaints
- Insurance industry experiencestrongly preferred (omnichannel contact centre)
- Fluent Cantonese & English
- Bachelor's degree; L&D or coaching certification is a strong plus
Apply Today
To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.
Reference No. 67010-0013410592
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