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Senior Manager / Associate Director of Quality Assurance & Service Excellence, Training and Quality Assurance

Manulife

Hong Kong, Hong Kong, Hong Kong Full time February 24, 2026
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Found Description

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

Position Responsibilities:

1. Training Strategy & Program Design and Delivery

  • Build a training curriculum for Contact Centre staff, aligned to service standards, customer expectations, and channel behaviors and delivery classroom/virtual training
  • Develop learning pathways with clear proficiency milestones
  • Integrate QA findings and voice of customer insights into content design to address real performance gaps.

    • 2. Quality Assurance (QA) & Consistency

  • Define and maintain soft-skill standards and marking scheme; collaborate with QA to embed them into scorecards and calibration routines.
  • Translate QA findings into targeted training sprints and refreshers.
  • Create tools and job aids (e.g., phrasing...

    • Ready to Apply?

    Submit your application for Senior Manager / Associate Director of Quality Assurance & Service Excellence, Training and Quality Assurance at Manulife

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    Found Details

    LocationHong Kong, Hong Kong
    CountryHong Kong
    TypeFull time
    CategoryOperations Specialties Managers
    PostedFebruary 24, 2026

    About Manulife

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    Manulife

    Hong Kong, Hong Kong

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