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

Manulife

Hybrid
8+ years customer service or l&d experience
5+ years designing soft-skill training at scale
Fluent in cantonese and english languages
Manulife is seeking a Senior Manager / Associate Director of Quality Assurance & Service Excellence to lead training and quality assurance initiatives for their Contact Centre staff. The role focuses on developing training programs, implementing quality assurance standards, and fostering a coaching culture to enhance customer service outcomes

Job Summary

  • The role involves building a comprehensive training curriculum aligned with service standards and integrating QA findings into content design.
  • Candidates will establish 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 lead training and quality assurance initiatives for their Contact Centre staff. The role focuses on developing training programs, implementing quality assurance standards, and fostering a coaching culture to enhance customer service outcomes.

Skills & Requirements

Must-have

  • 8+ years customer service or L&D experience
  • 5+ years designing soft-skill training at scale
  • Fluent in Cantonese and English languages
  • Experience with omnichannel service operations
  • Proven success linking training to tNPS outcomes

Nice-to-have

  • Mandarin language proficiency advantage
  • Insurance industry specific experience preferred
  • Professional certification in Learning & Development
  • Experience with e-learning and microlearning technologies
  • Background in coaching frameworks for team leaders

Key Requirements

  • Bachelor's degree in Business, Communications, or related field
  • 8+ years of relevant experience in customer service, L&D, CX, QA, or operations
  • 5+ years of experience designing and delivering soft-skill training at scale
  • Fluency in Cantonese and English required; Mandarin is an advantage

Work Rights

Not specified

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