Executive - Training & Call Monitoring (Customer

7 days ago

Bangsar South, Malaysia AEON Credit Service (M) Berhad Full time

**Main purpose of the job**:
To identify the required knowledge, skills and abilities of the staff in the organization, that are needed to perform their jobs effectively and organize high-quality training programs to meet these needs successfully and also to trace and monitor inbound/outbound call quality to ensure consistently outstanding service at all time.
- Work closely with the Department Head or Group Head to devise training plans and revise it from time to time as required.
- Conduct training needs analysis/identification (TNA/TNI) to assess the relevant training needs for employees in the organization
- Conduct training for new and existing staff in order to improve on service level.
- Conduct call monitoring dand compilation for front liners to improve on call quality.
- Support to manage the development, review and maintenance of all policies, work procedures, processess, standard and guidelines to ensure compliance.
- Plan, organize, design and develop training program modules to enable standardization of content delivery across the Company.
- Deliver high-quality, effective presentations to enable knowledge, skills and ability acquisition & enhancement as required by the job in the organization.
- Support to develop, evaluate/measure training programs to ensure its effectiveness.
- Identify, select and manage external training providers to deliver required training for officer level and below.
- Report on activities and performance to the superior as required by organization's planning & reporting system.
- Help to manage and arrange all training and development programs in the Company when required.
- Develop self, and maintain knowledge in the area of specialization/relevant field at all times
- Help to track and maintain departmental reports and records, collects statistical data for administrative and/or quality improvement purposes.
- Performs other job functions as and when required.

**Job Requirement**:

- Bachelor Degree in any related discipline.
- A minimum 1 year direct experience in Contact Centre Operation is required for this role.
- Good communication and excellent interpersonal skills.
- Strong analytical skills and able to work under pressure.
- Job Location: Bangsar South (HQ) office.

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