Regional Customer Service Manager - Quality Assurance (Bangkok or Kuala Lumpur based)
The Quality Assurance Manager leads Agoda's global QA function for multichannel operations across Accommodation, Flights, AST, and B2B funnels. This strategic role involves translating QA data into actionable insights, partnering with operations and cross-functional stakeholders to prioritize improvements, and driving measurable gains in customer experience, efficiency, and compliance. The position is based in either Bangkok or Kuala Lumpur, with a hybrid work setup of 2-3 days in the office and the remaining days working from home.
Key responsibilities include leading and scaling a global QA function of approximately 60 full-time employees across multiple countries, setting strategy, priorities, and standards for QA across all CEG funnels. The role involves designing, evolving, and automating QA frameworks, scorecards, and measurement approaches that deliver clear, actionable insights tied to business KPIs such as CSAT, NPS, FCR, AHT, quality adherence, and cost-to-serve. Additionally, the manager will own insight delivery by converting QA findings into prioritized opportunities, business cases, and recommended interventions, and drive cross-functional stakeholder engagement to ensure QA insights translate into implementation and outcomes.
The ideal candidate will have over 5 years of experience in customer service or contact center organizations with progressive responsibility, including at least 4 years in leadership of QA or quality programs. Strong experience in turning quality data into business actions, presenting to senior stakeholders, and driving cross-functional change is essential. The candidate should demonstrate experience managing distributed or virtual teams across multiple countries and be proficient in designing QA frameworks, scorecards, and governance for multi-channel contact centers. Advanced competency with data analysis and visualization tools, excellent stakeholder management, and problem-solving skills are also required.
Agoda offers a hybrid work setup with 2-3 days in the office and the remaining days working from home. A relocation package is available for the right candidate. The company fosters a high-performance QA culture, emphasizing calibration, standards alignment, coaching for QA managers and analysts, and career development for the team. Agoda values strategic, data-driven, action-oriented mindsets focused on impact and measurable outcomes, and encourages collaboration across operations, analytics, and product teams.