Subject Matter Expert, L&d

3 days ago


Kuala Lumpur, Malaysia SRG ASIA PACIFIC SDN. BHD. Full time

Subject Matter Expert, L&D assists and provides support to ensure all contact center agents (CCA's) operate at optimal efficiency. They also measure all transactions and activities and to gauge the quality levels to ensure that it is above the deliverable levels and exceeds customer's expectations. Educate contact center agents to use the most effective and efficient means of handling transactions with optimal customer experience while achieving stated goals. Training conducts training; coaching and feedback sessions with all CCA's to advance their career to a higher level of professionalism. DUTIES AND RESPONSIBILITIES: Adopts client's training standards and utilize certified training materials and recorded training videos for newly hired employees for new product/campaign launched To obtain the latest and approved version of training materials by the client Provide training for new hires, existing employees, and re-hired employee Responsible to coach, develop and guide new and existing employee Provide continuous support for trainees upon completion of training to meet KPI Conducting training with the required customer-centric skills, soft skills, selling skills, and client's Product and services To ensure new hires passes all assessments set by the client including product, system, campaign code, and disposition before real-time call Guide and coach new hires during real-time calls to test to ensure mínimal risk occurs with the client's customers To obtain a continuous learning program to enhance agents skills as per business needs Provide Weekly/Monthly training reports together with related reports Work closely with client's team to ensure alignment of product guidelines and processes Undertake any other duties as and when assigned by the Management
SRG ASIA PACIFIC, Established in 1996, SRG Asia Pacific Sdn Bhd has continuously progressed as a premier leading communications provider of outstanding services. Headquartered in KL Sentral, Kuala Lumpur, we are uniquely positioned to be globally connected, both physically as well as technologically. Comprising of energetic, enthusiastic and creative community, SRG Asia Pacific has expanded within a short span and growing further at a very aggressive rate on a monthly basis.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5


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