Senior Manager / Associate Director Of Quality Assurance & Service Excellence, Training And Quality Assurance
Manulife
Hong Kong, Hong Kong
Hybrid
Contact centre training curriculum
Soft-skill standards and marking scheme
Coaching framework
Build a training curriculum for Contact Centre staff, aligned to service standards, customer expectations, and channel behaviors and delivery classroom/virtual training
Job Summary
Build a training curriculum for Contact Centre staff, aligned to service standards, customer expectations, and channel behaviors and delivery classroom/virtual training.
Develop KPIs to measure training & QA impact on customer satisfaction and service quality.
Partner with Contact Centre Team Leads to identify skill gaps and training priorities.
Matching Summary
Build a training curriculum for Contact Centre staff, aligned to service standards, customer expectations, and channel behaviors and delivery classroom/virtual training.
Skills & Requirements
Must-have
Contact Centre training curriculum
soft-skill standards and marking scheme
coaching framework
KPIs for training impact
omnichannel service experience
Nice-to-have
flexible work environment
inclusive work culture
professional certification in L&D
Mandarin language proficiency
Key Requirements
Bachelor’s degree in Business, Communications, or related field
8+ years in customer service, L&D, CX, QA, or operations
5+ years designing and delivering soft-skill training at scale
Demonstrated success linking training to measurable service outcomes