Senior Manager - Contact Centre Training 70-80k per month

The Company

My client is a world-leading insurance and financial services provider, is redefining the customer experience in Hong Kong. We are looking for a strategic Senior Manager / Associate Director of Quality Assurance & Service Excellence to lead the evolution of our Contact Centre training and quality function.

This is not a "check-the-box" training role. This is an opportunity to close the loop between QA data, customer voice, and agent behaviour-driving measurable improvements in tNPS, FCR, and complaint reduction.

The Role

1. Build & Deliver Training Curriculum

• Create a complete training pathway for omnichannel staff (voice, chat, email, social) with clear proficiency milestones-from new hire to expert.
• Deliver engaging classroom and virtual training sessions. You will be on the floor, training regularly.
• Develop job aids: phrasing guides, objection-handling matrices, escalation pathways.

1. Use QA to Make Training Better

• Partner with QA to review soft-skill scorecards and calibration results.
• Translate QA gaps into targeted training sprints and refreshers-fixing real performance issues.
• Close the loop: If agents are failing on empathy, you build an empathy module.

1. Coach & Mentor Agents & Team Leaders

• Establish a coaching framework for 1:1 and small-group sessions.
• Model best-in-class soft skills in every interaction.
• Train the trainers: Upskill Team Leaders to reinforce learning on the floor.

1. Measure What Matters

• Track training participation, certification completion, and post-training assessments.
• Measure behavior change: Are QA soft-skill scores improving? Is complaint rates dropping?
• Report to leadership on training impact to tNPS, FCR, and AHT (balanced with quality).

Your Profile

• 8+ yearsin Customer Service, L&D, or Contact Centre operations
• 5+ years designing AND delivering soft-skill trainingat scale (classroom + virtual)
• Proven success: You can point to a time your training lifted QA scores or reduced complaints
• Insurance industry experiencestrongly preferred (omnichannel contact centre)
• Fluent Cantonese & English
• Bachelor's degree; L&D or coaching certification is a strong plus

Apply Today

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Reference No. 67010-0013410592

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