Quality Assurance Consultant, Customer Contact

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

As a Customer Contact Quality Assurance Manager, your primary objective is to lead and drive quality excellence across the Customer Contact team. You are responsible for developing, implementing, and continuously enhancing quality assurance strategies, frameworks, and governance to ensure a consistent and exceptional customer experience across all channels.

Through coaching, performance analysis, stakeholder collaboration, and continuous improvement initiatives, you will foster a culture of quality, compliance, and operational excellence, ensuring customers receive outstanding and consistent service regardless of the agent or support channel they engage with.

Role Responsibilities

• Develop, implement, and continuously enhance the Quality Assurance framework, standards, and governance across all customer contact channels
• Lead and oversee the quality monitoring team, ensuring evaluations are conducted consistently and in alignment with established quality standards.
• Analyze quality performance trends and identify opportunities to improve customer experience, compliance, and operational effectiveness.
• Drive a robust coaching and performance improvement culture through targeted feedback, development programs, and quality initiatives.
• Partner with Operations Leaders and Team Managers to review performance outcomes, address quality gaps, and implement improvement strategies.
• Monitor and analyze key customer and operational metrics, including Quality Scores, CSAT, FCR, Complaints, and Compliance indicators, to provide actionable insights
• Design and execute strategic initiatives to improve service quality, customer satisfaction, and operational performance.
• Lead root cause analysis activities to identify recurring issues and recommend sustainable corrective and preventive actions.
• Identify learning and development needs and collaborate with Training teams to design and implement onboarding, upskilling, and quality improvement programs.
• Establish performance dashboards and reporting mechanisms to provide visibility of quality and customer experience outcomes at agent, team, and organizational levels.
• Prepare and present quality performance reports, insights, and recommendations to senior leadership and key stakeholders.
• Champion and drive a High-Performance Culture through quality excellence, accountability, continuous learning, and customer-centric behaviors.
• Lead calibration sessions and quality governance reviews to ensure consistency, fairness, and alignment in quality evaluations.
• Manage and develop the Quality Assurance team by providing leadership, coaching, mentorship, and performance guidance.
• Drive continuous improvement initiatives by leveraging customer feedback, quality insights, industry best practices, and emerging technologies to enhance the overall customer experience.
• Foster a positive, collaborative, and inclusive team culture while promoting organizational values and engagement.
• Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements.

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.