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Job Responsibility
- Serve as a liaison between the Call Center Operations management staff and the Quality Assurance team.
- Hire, train, coach, counsel, and evaluate the performance of direct reports.
- Conduct daily/weekly huddles with the team providing knowledge refreshers and organizational updates
- Design, implement, and evaluate training programs across various projects to ensure all employees meet business or company's standards.
- Conduct training needs analysis and develop training materials, including manuals, e-learning modules, and workshops.
- Coordinate with operation managers to schedule training activities.
- Monitor and assess the effectiveness of training programs, making necessary adjustments to improve outcomes.
- Conduct regular audits and inspections to ensure compliance with quality standards across all projects.
- Analyse quality data to identify trends, areas for improvement, and recommend corrective actions.
- Work closely with operation managers to address quality issues and promote best practices.
- Lead and manage a team of trainers and quality analysts, providing guidance, support, and professional development opportunities.
- Foster a positive and collaborative team environment that encourages continuous learning and improvement.
- Stay updated with industry trends, best practices, and regulatory changes that impact training and quality assurance.
- Implement innovative solutions to enhance training effectiveness and quality assurance processes.
- Minimum of 3 years of experience in a training and quality management role, ideally within contact centre or customer service environment.
- Proven experience in designing and implementing training programs and quality assurance processes.
- University education or diploma preferably in related discipline.
- Relevant certifications in training and quality management are a plus.
- Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written Mandarin would add advantage).
- Excellent communication and interpersonal skills.
- Strong analytical and problem solving skills.
- Attention to detail, initiative and set high standards.
- Adaptability, initiative & stress tolerance.
- Proficient with training and quality management software and tools.
- Remuneration package:
- Basic: RM4000-4500
- KPI: RM300-500
- Annual salary increment & performance bonus*
- Medical & hospitalization benefits
- EPF, SOCSO and EIS covered
- Working hour:
- 10:00AM â 7:00PM
- Monday â Friday
- External training will be provided and potential career progression opportunities
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