Manager, Training, Quality Assurance and Knowledge

4 weeks ago

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 customer service and product knowledge and possess an embedded sales culture to drive revenues for the group across both the centers

**You are responsible for (but not limited to)**:
Training and Knowledge Management

Work with counterparts in other locations to ensure consistency in the delivery of all training throughout the group.
Deliver any HQ training initiative such as Essential Training, and Developmental Training for staff.
Ensure a robust Onboarding Framework in line with the guiding principles of the company philosophy, vision, and mission as the basis for training programs and initiatives.
Develop and implement the training strategy for all divisions of the CEPT and rollout New Systems, Product Processes.
Conduct ongoing training and observations for continuous staff development.
Conduct new hire training for staff covering all minimum skills and knowledge required for their positions.
Built a certification framework to ensure New Hires are performing at stipulated standards.
Create action plans for staff that fail to meet these thresholds or demonstrate the required skills and knowledge.
Ensure SOPs are updated in a timely manner and drive adherence to Knowledge Base.

Quality Assurance

Develop and enforce a quality assurance system in line with the other contact centers for consistent process accuracy of services.
Partner with HQ in benchmarking Quality practices, processes, and tools in line with Shangri-La service standards.
Create a servicing culture and embed the servicing DNA across both centers while driving standardization and consistency.
Ensure procedural and compliance adherence across centers and continuously track and report the same.
Develop a Quality Dashboard and deep dive analytics with action plans that drive Shangri-La standards of Quality.
Implement a monitoring system with performance thresholds for the pass and fail with a majority weighting on accuracy.
Develop and conduct a training needs analysis to ensure continuous improvement in quality.

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

Excellent spoken and written English is essential.
Ability to converse & write in Cantonese, Mandarin will be an advantage
Preferably min 5 years experience in call center operations, customer service, travel agency or hotel reservations with 2 years in managerial level.
Computer literate and internet savvy. Reservation/CRM System experience is an added advantage.
Flexible to changes and has a sense of urgency.
Can work under pressure and deliver set goals.
Positive work attitude and ability to work in a team environment.
Pleasant personality with good communication, organization, and call-handling skills.
People leadership experiences desired/preferred.
Analytical, Independent, and a self-starter.
Leadership qualities with excellent service orientation and the ability to drive a team to anticipate, meet and exceed customer expectations.
Open to Malaysians only.

What's in It for You?
- 5-Day work week
- Earn an attractive monthly salary
- Free Parking
- Smart Casual office attire
- Paid Training and career development opportunity
- Socso, EPF, EIS, and medical insurance coverage
- Annual Preventive Health Screening
- Annual Leave

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