FIND YOUR 'BETTER' AT AIA
We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.
We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we’d love to hear from you.
About the Role
Provides strategic leadership and people management for the QA function, establishing a unified QA framework, policies, and scorecards aligned with customer experience and business goalsLeadership
Manages and mentors QA analysts and specialists. Conducts calibration sessions to ensure consistency in evaluations
Collaborates with Training and Operations teams to address performance gaps. Supports onboarding and continuous learning initiatives through QA feedback
Technical Skills
Leads comprehensive, cross-channel audits of operations interactions, translating trends and gaps into prioritized, data-driven improvement initiatives that elevate service delivery and operational excellence.
Architects and governs an Operations QA program, including policy design, scorecards, and evaluation criteria, ensuring QA goals are tightly aligned with strategic customer experience outcomes and business objectives.
Defines and maintains a unified, end-to-end process for CSAT, CES, and NPS data collection across all touchpoints, establish performance benchmarks and leadership dashboards, and deliver regular, action-oriented reviews with QA-aligned recommendations.
Translates performance and quality metrics into actionable leadership briefs, driving targeted coaching, policy updates, and remediation plans with clear owners, timelines, and measurable impact on key customer experience metrics.
Ensures adherence to regulatory and internal compliance standards. Monitors for potential risks in customer handling and escalate as needed
Ensures rigorous adherence to regulatory and internal standards, proactively monitor customer handling risks, and implement escalations and controls to mitigate exposure.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.