Business Operations QA and Governance

AIG is hiring a Quality Assurance & Training Assistant Manager for its Bangkok Contact Centre. Reporting to the Contact Centre Manager, the role covers quality assurance monitoring, training delivery, complaint management, governance reporting, and operational improvement initiatives across the Contact Centre. The position involves transaction monitoring, coaching, calibration, training material development, complaint handling within SLAs, and supporting transformation projects as a subject matter expert.

Candidates should have at least 5 years of experience in Quality Assurance, Training, Complaint Handling and Governance & Reporting, with experience in Salesforce (CRM) and Genesys preferred. Strong English communication, MS Office proficiency, and the ability to work in a dynamic, fast-paced environment are required.

Assess voice and non-voice transactions undertaken by the Contact Centre team

Conduct transaction monitoring against quality criteria and standards and perform coaching and close-loop management

Lead call calibration, refreshment training, and enhancement of quality monitoring criteria and training programs

Develop, review, and maintain Contact Centre training materials, SOPs, and knowledge bases

Prepare QA, Contact Centre, and Complaints reports and handle customer/producer complaints within agreed SLAs

At least 5 years of experience in Quality Assurance, Training, Complaint Handling and Governance & Reporting

Experience with Salesforce (CRM) and Genesys systems preferred

Good command of English in speaking, writing, and reading

Proficiency in MS Office, especially Word and Excel

Strong prioritization, organization, problem-solving, and ability to work in a dynamic, fast-paced environment