Team lead, business operations qa and governance

Join us as a Quality Assurance & Training Assistant Manager to take your customer operations career to the next level with a global market leader.

Make your mark in Customer Operations

Our Contact Centre team plays a critical role in delivering consistent, high-quality customer experiences. Through quality assurance, training, governance, and complaint management activities, the team helps ensure operational excellence, regulatory compliance, and continuous improvement across customer service operations.

Reporting to the Contact Centre Manager, this role is responsible for quality assurance monitoring, training delivery, complaint management, governance reporting, and supporting operational improvement initiatives across the Contact Centre.

How you will create an impact

• Responsible for assessing the voice and non-voice transactions undertaken by Contact Centre team.
• Conduct transaction monitoring against quality criteria and standards.
• Perform required coaching and close loop management of assessed transactions.
• Conduct call calibration, refreshment training base on QA and operational finding to ensure standardization of quality and compliance auditing.
• Drive, Lead and execute in enhancement of the quality monitoring criteria and training program to meet Contact Center requirement and local regulatory requirements.
• Identify training needs through Quality Assurance monitoring across Contact Center and collaborate with stakeholders for up-to-date training knowledge.
• Provide insights from quality assurance monitoring to support improvement to Contact Centre Training material development and delivery continuous improvement.
• Responsible for new Contact Center onboarding including Product Knowledges/ UW guidelines/ Processes/ Services and Systems to meet AIG standard quality services.
• Continuously improve training programs to meet evolving business and regulatory needs.
• Develop, review and maintain Contact Center training materials, Contact SOPs and knowledges bases.
• Prepare all Contact Center reports, QA reports and Complaints reports on regular basis and provide data driven insight for continuous improvement project initiatives.
• Be first of contact person who handle feedbacks / complaints cases that customers/producer contact to complaint unit.
• Ensure appropriate resolution is provided by complainants.
• Ensure complaints will be resolved within agreed SLAs.
• Support Project Management and Transformation within Contact Center as Subject Matter Expert of technology and operations process and services improvement initiatives.
• Assist with general administrative duties and ad-hoc projects as assigned.

What you'll need to succeed

• At least 5 years of working experience in Quality Assurance, Training, Complaint Handling and Governance & Reporting is preferable.
• Experience in Salesforce (CRM), Genesys system is preferable.
• Good command of English in speaking, writing, and reading is preferable.
• Communicate in a clear, precise professional manner and interpersonal skills to engage with all parties both internal and external stakeholders.
• Foster a collaborative team environment by continuous learning, and driving operational excellence initiative.
• Proactive, growth mindset, and good team player with high levels of motivation is essential.
• Strong sense of responsibility and ownership, ability to work in a dynamic and fast-paced environment are required.
• Strong prioritization, organization, detail oriented, problem-solving, positive attitude, adaptability skills are required.
• Ability to remain composed and professional under pressure, especially in busy or challenging situations.
• Proficiency in the use of MS Office specially Word and Excel are required.

Ready to make a bigger impact?

We look forward to reviewing your application.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.