Training & QA Manager

Key Responsibilities:

1. Quality Assurance Responsibilities:

• Process Monitoring & Auditing: Ensure processes align with company standards and industry regulations.
• Quality Testing & Inspection: Conduct inspections, tests, and audits to verify that products or services meet quality standards.
• Develop QA Standards: Create and update QA policies, procedures, and checklists to maintain consistency.
• Error & Defect Tracking: Identify, report, and track defects or issues, ensuring timely resolution.
• Documentation: Maintain records of QA tests and inspections, generating reports for internal and external stakeholders.
• Continuous Improvement: Recommend improvements in workflows, processes, and systems to enhance quality.
• Compliance Checks: Ensure products and services comply with legal standards and internal policies.
• Cross-Department Collaboration: Work with different teams (development, operations, etc.) to address quality issues.

2. Training Responsibilities:

• Training Program Development: Design and develop training programs for new hires, existing staff, or teams needing upskilling in QA processes.
• Deliver Training Sessions: Facilitate in-person or online training sessions on QA standards, processes, and tools.
• Training Material Creation: Develop resources such as manuals, video tutorials, and presentations.
• Assess Training Needs: Evaluate individual or team skill gaps and provide targeted training.
• Evaluate Training Effectiveness: Gather feedback on training sessions and make improvements to future programs.
• Coaching & Mentorship: Provide ongoing guidance and support to ensure staff understand and follow QA processes effectively.

3. Combined Responsibilities:

• QA Training & Education: Educate teams on QA processes during audits or assessments, integrating real-time learning.
• Reporting & Feedback: Share insights from QA audits with teams, using those as learning opportunities for continuous improvement.
• Performance Monitoring: Ensure team members are applying QA standards correctly, providing follow-up training where necessary.

Requirements:

1. Experience:

• Experience in Customer Service
• A strong background in customer service, preferable with 2-3 years of experience in customer service.
• Experience in Quality Assurance (QA)/Trainer
• Understanding and experience in auditing customer interactions (calls, emails, chats) to assess the quality of service provided.
• Prior experience in designing and delivering training programs or coaching team members.
• Preferable with 2-3 years of experience in quality assurance/training.

2. Skills:

• Communication Skills: Strong verbal and written communication skills to clearly deliver feedback and training to customer service agents.
• Analytical Skills: Ability to analyze customer interactions, identify trends, and provide actionable insights to improve performance.
• Training & Development: Experience in conducting workshops, developing training materials, and mentoring customer service representatives.
• Coaching & Feedback: Proficiency in providing constructive feedback and guiding team members to enhance their skills.
• Attention to Detail: Meticulous in monitoring customer interactions and identifying both strengths and areas of improvement.
• Customer-Centric Mindset: A deep understanding of customer expectations and the ability to align QA and training to meet those standards.

3. Technical Skills:

• Familiarity with QA Tools: Experience with customer service QA tools and platforms.
• Reporting & Documentation: Ability to create detailed QA reports and maintain training records.

4. Educational Requirements:

• Diploma/Bachelor’s Degree: A diploma/degree in Business, Communications, or any related field is often preferred.
• Certifications (Optional): Certification in customer service, training, or quality assurance can be a plus.

5. Interpersonal Skills:

• Empathy and Patience: Essential when working with agents and providing feedback.
• Leadership Skills: The ability to lead by example and inspire others to improve their performance.
• Problem-Solving Skills: Capability to assess challenges in customer service interactions and find effective solutions.
• Adaptability: Willingness to stay updated with industry trends and adjust training or QA processes accordingly.
• Time Management: Ability to balance both QA audits and training responsibilities efficiently.
• Teamwork: Collaborative mindset to work well with other departments, such as operations and HR, to ensure aligned goals.

Job Type: Full-time

Pay: RM3,000.00 - RM6,000.00 per month

Supplemental Pay:

• Commission pay

Experience:

• Customer service: 3 years (Preferred)
• Quality assurance: 3 years (Preferred)