Training & Quality Assurance Analyst (166578)

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Hotels Full time
Shangri-La Customer Engagement & Process Transformation Kuala Lumpur


Shangri-La's Customer Engagement and Process Transformation Center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels worldwide.


Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, learn, and share knowledge.

Growing exponentially, the award-winning Shangri-la CEPT-KL is constantly on the lookout for highly motivated and talented individuals.

We're looking for someone extraordinary. Someone with a meticulous, innovative mind, skilful, and thirsty for knowledge. Is it you, we're looking for?

You are responsible for (but not limited to):
Conduct new hire training covering all minimum skills and knowledge required for their positions.

Ensure a seamless transition from the training phase to the point where staff become fully independent Customer Service Executives.

Work with counterpart entities and ensure consistency in the delivery of all training needs.

Develop and implement the training strategy for CEPT operations together with the Training & QA Asst. Manager/ Manager.

Conduct ongoing training and establish set performance thresholds.

Create action plans for staff that fail to meet thresholds or demonstrate the required skills and knowledge.

Implement ongoing training programs for the continuous development of staff on product knowledge, as well as career development.

Assist the Training & QA Asst. Manager/Manager to identify training needs.

Conduct QA evaluations and Participate and Drive Calibration sessions.

To succeed in this role, you should have the following skills and experience

Proficiency in both spoken and written English is a fundamental requirement.

The ability to converse & write in Cantonese, Mandarin, Korean, Japanese, French, Arabic OR Italian will be an added advantage.

Preferably min 3-year experience in call centre operations, training & development, travel agency
or hotel reservations
Flexibility to work varying schedules when operational needs demand.
Reservation/CRM System experience is an added advantage.
Adaptability to changes and a strong sense of urgency.
Capability to perform effectively under pressure and accomplish established objectives.
Positive approach towards work, with the ability to collaborate within a team setting.
Pleasant demeanour combined with outstanding communication and interpersonal aptitude.
Enthusiasm for training and cultivating individuals' growth.
Open to Malaysians only

What's in It for You?

Free stay at any of our Hotels globally (one of a kind in the industry)
5-day work week.
Dental Care
Earn an attractive monthly salary.
Discretionary performance-based bonuses and incentives.
Paid Training and career development opportunities.
Socso, EPF, EIS and medical insurance coverage.
Annual Preventive Health Screening.
Annual Leave.

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