Senior Manager / Associate Director Of Quality Assurance & Service Excellence, Training And Quality Assurance

Manulife

Hybrid
8+ years customer service experience
5+ years soft-skill training design
Contact centre qa and calibration
Manulife is seeking a Senior Manager / Associate Director of Quality Assurance & Service Excellence to design and deliver training programs for Contact Centre staff, focusing on soft skills and quality assurance. The ideal candidate will have extensive experience in customer service training and quality assurance, particularly in the insurance industry, and will be fluent in Cantonese and English. This hybrid role offers opportunities for personal and professional growth in a diverse and inclusive environment

Job Summary

  • This role involves building a comprehensive training curriculum aligned with service standards and customer expectations for Contact Centre staff.
  • The position requires establishing a coaching framework to model best-in-class soft skills such as active listening, de-escalation, and empathy mapping.
  • Manulife offers a flexible hybrid work environment that prioritizes well-being, inclusion, and professional growth within a global team.

Matching Summary

Match Score: 85

Manulife is seeking a Senior Manager / Associate Director of Quality Assurance & Service Excellence to design and deliver training programs for Contact Centre staff, focusing on soft skills and quality assurance. The ideal candidate will have extensive experience in customer service training and quality assurance, particularly in the insurance industry, and will be fluent in Cantonese and English. This hybrid role offers opportunities for personal and professional growth in a diverse and inclusive environment.

Skills & Requirements

Must-have

  • 8+ years customer service experience
  • 5+ years soft-skill training design
  • Contact Centre QA and calibration
  • tNPS and complaint reduction metrics
  • Omnichannel service experience

Nice-to-have

  • Fluent in Cantonese and English
  • Mandarin language advantage
  • Insurance industry background
  • Microlearning and e-learning tools
  • Diversity and inclusion focus

Key Requirements

  • Bachelor's degree in Business or Communications
  • Professional certification in L&D, coaching, or CX
  • Fluency in Cantonese and English required
  • Experience linking training to measurable service outcomes

Work Rights

Not specified

Tailored Resume

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