We’re looking for a dynamic and hands-on leader to drive training and service quality excellence across our East Asia operations (Thailand, Malaysia, Singapore, Hong Kong, Japan). You’ll lead a team of 8–10 professionals, ensuring our Call Center and Claims Management teams deliver exceptional service and continuously improve.
This role blends strategic oversight with hands-on execution—from conducting training and audits to coaching teams and driving performance improvements
As a Manager, the role demands a high degree of autonomy, leadership, and execution. You are expected to deliver impactful results both through personal expertise and by leading a team of professionals across multiple geographies.
This role requires:
- Independent ownership of key deliverables with minimal supervision.
- The ability to inspire and guide a team, fostering a culture of excellence, accountability, and continuous improvement.
- Strong cross-functional collaboration to influence and align with stakeholders across operations, compliance, and customer experience.
- A customer-first mindset, with a focus on elevating service quality and training standards across diverse markets.
- Exceptional communication and interpersonal skills to build trust, drive engagement, and lead change in a dynamic, multicultural environment
The successful candidate will be a hands-on leader who balances strategic thinking with operational execution, and who thrives in a fast-paced, service-driven organization.
Team Leadership & Collaboration
· Lead, coach, and inspire a team of training and quality professionals.
· Partner with operations, customer experience, business excellence and compliance teams.
· Deliver training on service excellence and quality standards.
Team Leadership & Collaboration
· Lead, coach, and inspire a team of training and quality professionals.
· Partner with operations, customer experience, business excellence and compliance teams.
· Deliver training on service excellence and quality standards.
Quality Performance Monitoring & Reporting
· Conduct call audits and service quality assessments.
· Track Quality KPIs, identify trends, and report insights to senior management & Workforce Manager
· Drive continuous improvement in closed collaboration with team leads/operations managers
Quality Assurance
· Develop and enforce QA policies and procedures.
· Contribute to root cause analysis and identification of corrective actions, alongside CX team & Operations managers
· Ensure compliance with internal and external standards
Training & Development
· Design and deliver onboarding and ongoing training programs.
· Facilitate role-plays, coaching, and mentorship initiatives.
· Maintain training records and evaluate effectiveness.
· In conjunction with business lead and HR, drive training gap analysis and requirement to ensure effectiveness and quality services delivered for all lines of business.
Clients & Internal Calibration
· Support client audits and calibration sessions.
· Ensure consistent evaluation standards across teams.
Qualifications and Experience
· Degree in Education, HR, or a related field.
· 5+ years in customer service, contact center operations, or training.
· Previous experience in the assistance / insurance industry is a plus
Knowledge, Skills and Competencies
· Proven team leadership and coaching skills.
· Strong knowledge of customer service best practices.
· Ability to work independently or under minimum supervisory
· Ability to work and engage with senior stakeholders, provide / drive constructive meetings
· Ability to work well under pressure, and escalate positively with potential solutions, when required
· Excellent communication, interpersonal, and analytical skills.
· Hands-on experience with QA tools and metrics.
· Proficient in Microsoft Office; multilingual skills (Mandarin/Cantonese/Japanese) are a bonus.
- Fluent English is a must
Job Type: Full-time
Pay: Up to RM10,000.00 per month
Benefits:
- Health insurance
- Maternity leave
- Professional development
- Work from home
Language:
- English (Required)
- Bahasa (Preferred)
Work Location: In person
