Training & Quality Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Teleperformance Full time

Overview:

Position Summary:


The Training and Quality Manager supports training and quality for a program or a vertical account either within a site and/or across multiple locations.

Oversees Transaction Monitoring requirements, and/or Sales Verification (as applicable), and is responsible for ensuring continuous training of employees based on client, organizational and individual needs.

Incumbent may supervise Trainers, Quality Supervisors and Quality Analysts and may skip level supervise Quality Coaches and/or Sales Verification Representatives, if applicable.

This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Team and is responsible for assigned staff development.

Responsibility also includes proactive identification of account level performance related KPI opportunities up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program.

Incumbent is responsible for Call recording tools and quality form administration and Continuous Improvement initiatives. This position ensures training procedures are documented, audited and maintained. The scope of the role includes new program setup, implementation and performance management.

Through the review of Training tools, processes and resources, the Training and Manager is also responsible for working with the Account Management, IT, HR, Operations and other functional teams to improve procedures.

Ongoing Trainer development is a major focus of the Manager's responsibility as well as ensuring content delivery and effectiveness.

Qualifications:

  • 56 Years of relevant management experience (managing training and quality teams)
  • COPC or Six Sigma Black Belt desirable
  • Must have strong background and knowledge in Quality assurance & Training areas
  • Experience in managing QA initiatives.
  • Knowledge of adult learning styles
  • Background and experience in Instructional Systems Design
  • Proficiency in using Microsoft Office Products
  • Proven ability to manage people, processes, and technology across multiple sites and virtually.
  • Strategic thinker and strong analytical skills.
  • Excellent understanding and QA principles.
  • Client Relationship exposure.
  • Experience with developing a QA team in a call center environment.
  • Possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
  • Ability to influence and motivate others.
  • Superior written and verbal communication skills and presentation skills.
  • Excellent leadership and developmental skills
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
  • Strong knowledge of call center software, technology and key indicators.
  • Excellent organizational skills and exceptional follow through discipline
  • Strong leadership skills
  • Excellent presentation skills.
  • Analyze problems, detect root causes and resolve all issues
  • High internal customer focused orientation
  • Excellent Time Management
  • Planning / organizing / prioritizing skills
  • Excellent written & spoken English
  • Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
  • Interpersonal skills
  • Achievement orientation
  • Good coordination skills
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Responsibilities:

  • Nonprogram specific training (Soft skills, efficiency)
  • Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
  • Trends analysis (Analyzing quality reports and call center data to determine training needs and opportunities)
  • Project Manage/Drive Continuous Improvement Initiatives.
  • Performance benchmarking (Determine levels of performance for comparison purposes)
  • Training documentation (develop supplemental training material, develop training material for initiatives not documented by client, ensure compliance with Vendor Total Quality Plan)
  • Support client trainers (Cooperation and mutual support for client provided trainings)
  • Develop and maintain strong working relationships with and attend stakeholder meetings (Exchange of knowledge, experience and knowhow)
  • Ensure facilitation and coordination of calibration process and sessions (both internal/external)
  • Create, conduct and score skills assessments
  • Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans
  • Schedule and execute trainings in close cooperation with the Account Managers
  • Ensure unified training and

  • Training and Quality Assurance Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time

    Requirements 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...

  • Intern for Quality

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Gas Power Quality Full time

    Job Description Summary: Role Summary/Purpose Assist for all Project Quality function.Essential Responsibilities Tracking incoming & outgoing customer letter for Quality NOI tracking and updating the status of inspections. Track and keep a summary of planned and upcoming customer inspections based on available tracking list. Support Project Quality team in...

  • Manager, Training, Quality Assurance and Knowledge

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Hotels Full time

    What you will be part of?The Manager, Training, Quality Assurance, and Knowledge Management of CEPT is responsible for all Training, Quality assurance practices, and Content carried out at the shared services center. He/she will ensure that all Training, Quality systems, and knowledge Management systems incorporate plans for the consistent delivery of...

  • Associate Project Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia HR TAG SDN. BHD. Full time

    Our Project Management team enables and executes great work in the smartest way possible. We are passionate about transforming ideas into results, as we constantly negotiate, organize and understand the ever-changing landscape of digital marketing and technology. To help with this, we're looking for an outstanding Associate, Project Management - a digital...

  • Quality Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Gratitude Inc. Full time

    Role:Quality ManagerTimings:Rotational Shifts (Permanent)Industry:BPOWork Mode:Work from officeFunctional Area:ITES / BPO / Customer ServiceProcess:VoiceKey Skills: Quality Quality assurance Quality Assurance/QA Japanese language BPO Skills BPO Operations BPO industry BPO Hiring BPO Call center Quality Analyst International BPO Quality Analyst skills Salary...

  • Training and Quality Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia TikTok Full time

    ResponsibilitiesAbout TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's...

  • Training and Quality Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia TikTok Full time

    ResponsibilitiesAbout TikTokTikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's...

  • Asset Management Professional

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Rockwell Automation Full time

    Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...

  • Training Operations Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia HealthTech Academy Full time

    Training Operations ManagerJob Locations:Malaysia (remote)Job Type:Regular, Full-TimeWorking hours:8 am - 5 pm CSTAbout HTA:About the role:As a Training Operations Manager at Health Tech Academy, you play a pivotal role in executing our learning programs, ensuring the effective delivery of training, and managing our team of coaches. Your focus will be on...

  • Manager, Agency Training

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential plc Full time

    Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our...

  • Training Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Convex Malaysia Sdn Bhd Full time

    Corporate training managers coordinate all the training activities and development programmes in a company. They also design and develop new training modules and supervise all the activities related to the planning and delivery of these programmes.Bachelor's or Equivalent

  • Manager, Quality Assurance

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time

    Reports To:Senior Manager, Quality Assurance & Delivery:Role Purpose:Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.Key Accountability: Service Quality Assurance (SQA)Planning and Management: Conducting regular service...

  • Learning & Quality Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia HYM Group Full time

    Learning & Development To conduct onboarding for new employee and trainings. To identify and analyze training needs for the employees. Developing and implementing the learning strategies and programs that are aligned with the Company's objective to expand/ various learning methods. To conduct observation/analyse for continues employee's development. Update...

  • 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 LumpurShangri-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...

  • Quality Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Ably Resources Limited Full time

    PermanentKuala LumpurPosted 2 hours agoAre you an experienced Quality Management professional seeking an opportunity to showcase your expertise and contribute to a dynamic organization?Key Responsibilities:Provide specialized technical expertise and opinion in the area of Quality Management, serving as the go-to person for all quality-related matters within...

  • Training Manager F&b

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia DOME CAFÉ SDN BHD Full time

    Job Overview:The Training Manager in the Food & Beverage (F&B) industry is responsible for developing, overseeing, and continually improving training programs for all staff within the F&B operations. This role includes the creation of training materials, conducting educational workshops, assessing the effectiveness of training sessions, and ensuring all...

  • Manager, Pd Training

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Senior Training Manager

    2 months ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Job Purpose: As the Senior Training Manager, you will be responsible for designing, developing, implementing, and managing effective learning programs. You will enhance the skill set of the sales staff, supporting continuous learning within the Business Distribution & Development Division and various distribution channels to support the organization's...

  • Senior Training Manager

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Job Purpose: As the Senior Training Manager, you will be responsible for designing, developing, implementing, and managing effective learning programs. You will enhance the skill set of the sales staff, supporting continuous learning within the Business Distribution & Development Division and various distribution channels to support the organization's...

  • Training Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Trip Full time

    Job DescriptionAbout UsWe have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. In this Role, you'll get...