Associate Director, Training and Quality Assurance

Associate Director, Training and Quality Assurance

Our client is a leading organization committed to excellence in customer service and staff development. The company fosters a collaborative and innovative culture, prioritizing continuous improvement and professional growth. This role is pivotal in shaping training strategies, maintaining service quality, and uplifting soft skills across the Contact Centre, ensuring alignment with organizational goals.

Role Overview:

The Associate Director, Training and Quality Assurance, leads the design and delivery of comprehensive training programs, ensuring service standards and customer expectations are consistently met. The role involves overseeing QA alignment, developing coaching frameworks, and driving performance measurement initiatives to enhance overall customer experience.

Key Skills & Experience:

• Minimum 8 years of experience in customer service, Learning & Development, CX, QA, or operations

• Proven ability to design and deliver soft-skills training at scale

• Experience linking training initiatives to tangible service improvements such as tNPS growth, QA enhancement, or complaint reduction

• Knowledge of omnichannel environments (voice, chat, email, social)

• Fluency in Cantonese and English; proficiency in Mandarin is advantageous

• Professional certifications in Learning & Development, coaching, or Customer Experience are advantageous

Key Responsibilities:

• Develop and implement a comprehensive training curriculum aligned with service standards and customer expectations

• Conduct classroom and virtual training sessions to develop soft skills and improve staff performance

• Define and refine soft-skill standards, incorporating QA insights into ongoing training improvements

• Create practical tools like phrasing playbooks, objection-handling guides, and escalation flowcharts

• Build and execute coaching frameworks for individual and team development

• Establish KPIs to evaluate training and QA impact, produce reports and dashboards for leadership

• Collaborate with team leads and senior management to identify capability gaps and ensure training aligns with strategic goals

• Explore and implement innovative training methods, including digital and blended learning models for scalable impact

• Ensure all training programs comply with internal policies, regulations, and industry standards, maintaining accurate documentation

Requirements:

• Bachelor's degree in Business, Communications, or a related field

• Professional certifications in Learning & Development, coaching, or Customer Experience are advantageous

• On-Site location with a hybrid working environment

• Working in or familiar with omnichannel environments (voice, chat, email, social)

• Fluent in Cantonese and English; Mandarin is a plus

• Availability to start from 30/03/2026 and commit to the 2-year duration

Interested candidates are invited to apply to be part of this dynamic team dedicated to delivering exceptional customer service and innovative training solutions.