Quality Assurance Specialist cum Trainer

About us

Daythree is an award-winning business process outsourcing (BPO) company located in UOA Business Park, Subang Jaya. Our expertise lies in Customer Experience Lifecycle Management and Digital Transformation.

What you will do

The QA cum Trainer role is a dual responsibility position that combines quality assurance (QA) duties with training functions to ensure high performance and consistent quality standards in the call center. The individual will monitor, evaluate, and improve agent performance while also designing and delivering training programs to enhance skills, knowledge, and adherence to company protocols.

Quality Assurance (QA):

• Monitor and Evaluate Calls: Conduct live and recorded call monitoring to assess the quality of interactions, adherence to scripts, and compliance with company policies.
• Performance Feedback: Provide agents with constructive feedback based on call evaluations, highlighting areas for improvement, and recognizing high performance.
• Audit Compliance: Ensure agents follow call center protocols, policies, and regulatory requirements (e.g. data privacy, security standards).
• Calibration: To facilitate QA calibration sessions with clients and internal operations team, prepare Calibration variance report.
• Reporting: Prepare and present weekly/monthly QA reports to management, highlighting trends, performance gaps, and areas needing improvement.
• Collaborate with Operations: Work closely with operations and team leaders to ensure consistent quality and service delivery across the team.
• Process Improvement: Identify opportunities for improving call processes and workflows to enhance efficiency and customer satisfaction.

Training & Development:

• Training Program Development: Create, design, and update training materials and programs for new hires and existing staff on product knowledge, customer service skills, and internal processes.
• New Hire Training: Conduct onboarding training sessions for new agents, covering both operational procedures and customer service best practices.
• Continuous Learning: Develop refresher training, upskilling programs, and workshops to improve agent performance and adapt to new products, services, or protocols.
• Coaching: Provide one-on-one and group coaching sessions to address specific performance gaps and build agent confidence and competence.
• Training Needs Assessment: Identify training needs through performance evaluations, surveys, and feedback from team leaders or agents.

Who you are

Individuals must have an excellent command of spoken and written English (CEFR B2 level), Bahasa Malaysia and Mandarin. Experience in customer service roles is desirable. Past working experience in a contact/call center with similar position is preferred, but not a must.

• Candidate must possess at Bachelor’s Degree/Diploma in business, Communications, or related field (preferred but not required).
• Min 3-5 years of experience managing Quality Assurance within Contact Center Environment (external hiring with at least 1 year in a QA and/or training role within an Inbound contact center environment).
• Proficient in Microsoft Office (Excel and PowerPoint).
• Excellent in data analysis and presentation.
• Proven experience in monitoring and evaluating calls, providing feedback, and delivering training programs.
• Coaching and mentoring skills with the ability to inspire and motivate staff.
• Detail-oriented, with a focus on improving service quality and customer satisfaction.
• Analytical mindset to interpret performance data and quality trends with strong problem-solving skills and a proactive approach to challenges.
• Strong problem-solving skills and a proactive approach to challenges.

What we can offer

• Convenient office location and easily accessible by LRT or KTM Subang Jaya station
• Medical coverage and health insurance
• Training and development to upscale your soft and hard skills
• Permanent role and career development opportunities

If you're looking for a career that's all about making a real impact, Daythree is the place to be. Drop us your CV and Let’s Chat!

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