Talent Development

1 week ago

Petaling Jaya, Selangor, Malaysia FUJIFILM Business Innovation Malaysia Sdn. Bhd. Full time 40,000 - 80,000 per year

RESPONSIBILITIES & TASKS:

  • Manage and execute quality assurance activities to ensure service excellence and compliance with standards.
  • Coordinate regular performance evaluations and prepare detailed reports to identify and address the areas for team and individual development.
  • Develop and deliver training programs covering onboarding, skill enhancement, certification support, and ongoing learning.
  • Conduct assessments to gauge training impact and team competency; continuously update resources to address skill gaps.
  • Facilitate workshops and learning sessions that encourage knowledge exchange and skill advancement.
  • Collaborate actively with support leaders and business stakeholders to align training and QA efforts with operational goals.
  • Drive digital transformation by supporting citizen development initiatives and promoting the use of DX tools within the team.
  • Adhere strictly to company policies regarding safety, compliance, and ethical work practices.
  • Collaborate with local HR on the Corporate learning & development initiatives and programs.

SKILLS & QUALIFICATIONS

  • Preferably 5-7 years' relevant experience in Contact Centre industry.
  • Experiences in Talent Development, Quality Assurance, Training Coordination within Customer Services environment.
  • Bachelor's degree in Business Administration, Human Resources, Education, Information Technology, or a related field is preferred.
  • Relevant certifications such as Certified Quality Improvement Associate (CQIA), Certified Professional in Learning and Performance (CPLP), or equivalent are advantageous but not mandatory.
  • Demonstrated proficiency with learning management systems (LMS), digital training tools, or quality assurance platforms is a strong plus.
  • Demonstrates excellent service orientation combined with a customer-focused mindset, aiming to elevate customer experience continuously.
  • Possess analytical skills to interpret performance data and training feedback, converting insights into impactful improvement programs.
  • Detail-oriented with a proactive and collaborative mindset, committed to continuous improvement.
  • Strong organizational and communication skills, capable of effectively coordinating with various teams & conduct training, coaching with staffs.
  • Strong DX Capability to driver citizen development and accelerate digital transformation.

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