Customer Service Quality, Learning and Projects Principal

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

This role will play a critical role in ensuring operational excellence within the Customer Service Team (contact center vendor operations and complaints management). This role combines quality control, learning and development, and project management responsibilities to support and enhance the overall customer experience. The candidate will work closely with internal teams, vendor partner, and cross-functional stakeholders to drive continuous improvement, deliver impactful training programs, and manage strategic initiatives.

Key Responsibilities

Quality Control and Risk Management

• Work closely with Operations Excellence Team to oversee implementation of quality assurance frameworks and monitoring processes for vendor-managed contact center operations and complaints management.
• Quality Control (QC): Conduct regular audits of customer interactions (calls, emails, chat, complaint cases etc.) to ensure compliance with company standards and regulatory requirements.
• Analyze QC results to identify trends, gaps, and opportunities for improvement in service delivery.
• Provide actionable feedback and recommendations to both vendor operations and internal teams to enhance performance.
• Collaborate with the Risk and Compliance teams to ensure all QC and QA processes align with industry regulations and company policies.
• Identify and assess risks related to outsourced contact center operations, including data security, SLA breaches, and compliance issues.
• Maintain a risk register and ensure risks are reviewed regularly with stakeholders.
• Monitor adherence to organizational and regulatory guidelines in customer service operations.
• Ensure contact center vendors comply with all contractual obligations, including confidentiality and service quality.
• Create risk assessment reports and present findings to leadership.
• Recommend risk mitigation strategies and monitor their effectiveness.
  

Learning and Development

• Design, deliver, and evaluate training programs to upskill vendor teams and customer care team in line with operational needs.
• Develop and maintain training materials, including e-learning modules, manuals, and job aids for Customer Service Team.
• Work with vendor trainers to ensure consistent delivery of training content and adherence to company standards.
• Track training effectiveness and implement changes as necessary to address performance gaps. Conduct regular training reviews with the vendor to discuss performance and opportunities for improvement.
• Support onboarding programs for new hires in vendor operations and customer care teams.

Project Management

• Lead and manage strategic projects for Customer Service team to improve vendor operations, including process optimization, tool implementations, and performance enhancement initiatives.
• Partner with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals.
• Monitor project progress, manage risks, and provide regular updates to leadership.
• Coordinate cross-functional teams and vendor partners to ensure timely and successful execution of projects.

Minimum Job Requirements:

• Bachelor’s degree in business administration, Operations Management, or related field.
• Minimum of 5 years of experience in QA, training, and project management roles, preferably in a contact center or customer care environment.
• Strong understanding of contact center operations and vendor management.
• Excellent analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in project management tools and methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders
• Knowledge of complaints handling processes and regulatory requirements is a plus.
• Certification in QA, training, or project management (e.g., PMP, Six Sigma, COPC) is preferred.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.