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Training & Quality Analyst

2 months ago

Kelana Jaya, Malaysia Mindpec Solutions Full time

**Responsibilities**:

- Responsible to facilitate new hire training, performing training needs analysis, coaching, conducting performance evaluation of trainees
- Collaborates with quality team to gather feedback and plan refresher trainings to help improve quality of service, tracks and manages CSAT due to training, presents training scores, highlights challenges due to attrition, and works closely with hiring to improve quality of hires
- Required to send weekly training updates to client stakeholders, monitor agent transactions to stay updated with product/ process changes and make necessary updates to training material
- Work closely with client and internal teams to develop new or update existing training content periodically
- Have excellent understanding of same/similar workflow

**Requirements**:

- Degree in any discipline
- 3 years customer service experience with minimum 2 years training experience
- Proficiency in Microsoft Office or similar software for creating training materials and presentations.
- Ability to adapt training approaches and materials to meet the needs of different learning styles and experience levels.
- Language proficiency in English is mandatory.
- Proficiency in Microsoft Office or similar software for creating training materials and presentations.
- Ability to adapt training approaches and materials to meet the needs of different learning styles and experience levels.
- Certificate as a Lean Six Sigma Green Belt.
- Experience working in industries such as healthcare, finance, or service sectors where Lean Six Sigma is commonly applied.

**Job Types**: Full-time, Permanent

Pay: RM5,000.00 - RM6,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Application Question(s):

- Are you certified in Six Sigma?

**Experience**:

- Trainer: 2 years (required)

**Location**:

- Kelana Jaya (required)

Application Deadline: 05/17/2024
Expected Start Date: 05/20/2024

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