Social Media Project-training

7 days ago

Kuala Lumpur, Malaysia Teleperformance Full time

Overview:
Assists with quality and training oversight for a specific site or LOB. May conduct or ensures quality monitoring and
coaching tasks are performed by assigned quality staff. May conduct or schedule training as required for LOB. Working
supervisor with some authority for personnel actions. May require a bachelor's degree in area of specialty. Familiar with a
variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and
accomplish goals. Performs a variety of tasks. A wide degree of creativity and latitude is expected. Reports to Manager or
director.

Qualifications:

- Bachelor’s Degree in any field
- Minimum 2 years’ experience in a Quality Assurance leadership role
- Minimum 2 years’ experience in a Training leadership role
- Background and experience in Instructional Systems Design
- Proficiency in using Microsoft Office Products
- Demonstrated leadership, problem solving, communication and facilitation skills
- Experience in a Call Center environment is require

**Responsibilities**:

- Staffing
- Evaluates and recommends necessary staffing support to operate the Training and QA business units
- Provides on the job training to core team members
- Continually evaluates and offers recommendations in order to improve performance.
- Manages, develops and provides effective feedback to staff
- Project management
- Plans, organizes and manages training programs
- Interfaces with client and/or account management teams to determine training requirements, customer
confidence and satisfaction levels
- Provides feedback regarding customer issues or concerns with documentation, or training requirements
- Establishes and maintain a network of alliances, training society’s and vendors to identify alternate
training design and delivery mechanisms
- Communicates and works with all internal departments to accomplish project goals
- Ensures QA metrics and ratios are maintained
- Needs Analysis
- Collects data using various types of methodologies - employee surveys, interviews, focus groups, call
monitoring sessions
- Determines gaps in employee proficiency levels
- Analyzes and identifies all resources such as vendors for new solutions, training materials, methods,
techniques and makes recommendations for use
- Training Design and Development
- Designs training sessions
- Develops and organizes concise training content utilizing appropriate methodologies
- Develops and revises development schedules to meet business needs and ensure availability of
appropriate resources
- Scheduling
- The incumbent directs all aspects of the coordination of training and QA Monitoring. Teaming directly
with the Operation Management to ensure an effective schedule is established based on allocation of
resources, budgeting and course offerings.
- Quality Assurance Data Gathering and Reporting

accuracy and conformance to Quality standards.
- Report results of evaluations to appropriate Quality/Operations stakeholders (i.e. Quality Leadership and
Account Management) on a weekly and monthly basis.
- Provide new hire and product training as required by business unit training programs in each site assigned.
- Participate and conduct monitoring and calibration sessions with training, operations and quality teams and/or

clients to collect feedback. Demonstrate initiative and contribute to improving performance based on findings
during calibration sessions.
- Evaluation
- Track, coach and provide performance feedback on the core competencies for trainers and QA team
members in accordance with the performance requirements for the assigned program
- Utilize company prescribed methods to evaluate, score and track performance based on business and
program objectives.
- Manage and develop training programs based on student, course, and management evaluation system to
be used as a foundation for continued improvement.
- Leadership
- Develop positive professional relationships with business unit operations management, quality assurance
and clients to support identifying program performance needs and requirements
- Interface with clients on visits to centers.
- Communication: effectively communicate and listen
- Coaching: provide and accept effective coaching and feedback
- Meetings: demonstrate effective time management, prioritization, and follow-through

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