Training Supervisor

3 weeks ago


George Town, Malaysia Teleperformance Full time

Overview

Job Summary
If you are possess with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you

Qualifications

Main Requirements:

Bachelor’s degree  or  equivalent diploma  in any discipline Candidate must be able to work on  rotational shift  (3 shift / 5 working days) Minimum 1 years’ experience as QA in call center Must be proficiency in Mandarin & English in terms of written, reading and speaking Able to  start work immediately  is preferred.

Responsibilities

Key Responsibilities:

Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment. Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations. Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. Package, deliver, and at times present key findings and briefings. Conduct evaluations to identify areas of improvement Monitor, analyse & audit trainees’ performance and call out any unusual trends Identify training needs by working with operations team and QA

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