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Training Operations Specialist

2 weeks ago

Petaling Jaya, Selangor, Malaysia Teleperformance Full time
Company Overview

We are Teleperformance, a leading global provider of customer experience solutions. Our mission is to deliver exceptional experiences for our clients and their customers.

Job Description

We are seeking a highly skilled Training Supervisor to join our team. The successful candidate will be responsible for designing and delivering training programs that meet the needs of our clients and their customers.

Required Skills and Qualifications
  • Bachelor's degree or equivalent diploma in any discipline
  • Minimum 1 year's experience as QA in a call center
  • Proficiency in Mandarin and English in terms of written, reading, and speaking
Responsibilities
  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
  • Make recommendations and define strategies that solve critical business problems through both established industry best practices and creative innovations.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Package, deliver, and at times present key findings and briefings.
  • Conduct evaluations to identify areas of improvement.
  • Monitor, analyze, and audit trainees' performance and call out any unusual trends.
  • Identify training needs by working with operations teams and QA.