Quality and Training Specialist

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia EQUILOGICS Full time 60,000 - 120,000 per year
  • Participate in the design of chat, e-mail and call monitoring formats and quality standards.
  • Participate in the development of monitoring formats and quality standards for tasks relevant to the team.
  • Perform    quality    assurance    monitoring    and   provide    trend    data to  the management team.
  • Use the quality monitoring data management system to compile and track performance at team and individual level.
  • Perform monitoring of customer care chats and e-mail responses.
  • Provide regular coaching to CS agents using direct and constructive feedback.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to various internal support groups as needed.
  • Coordinate and facilitate call calibration sessions for contact center staff.
  • Provide feedback to contact center team leaders and managers.
  • Prepare and analyse internal and external quality reports for management staff review.
  • Driving operational excellence in training processes, training programs & content design, training assessment, delivery and evaluation across internal and external teams.
  • Collaboratively design and maintain core training programs and their collective collateral to ensure accuracy and efficiency in training classrooms.
  • Work closely with the management team, the Customer Experience team, and other teams to create and implement new, engaging course materials and training programs in all pertinent formats (including eLearning).
  • Ensuring consistency in CS Training through streamlined training processes.
  • Ensuring the training experience is consistent in tone, voice, and style with knowledge, quality, and product resources
  • Manage and prioritise training program updates and requests from internal partners.
  • Ensure alignment of core training curricula to the operational change roadmap and the continuous improvement initiatives as they are implemented.
  • Accountable for measuring, tracking and reporting quality assurance and training performance and impact using a blend of quantitative and qualitative measures against defined OKRs.
  • Perform other duties as assigned.

Requirements:

  • Proven experience of at least 2 to 4 years as a customer-oriented quality and training specialist
  • Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.
  • Highly customer-centric and driven to achieve best-in-class customer experience.
  • Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
  • Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.
  • Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones.
  • High proficiency in English and Bahasa Malaysia.
  • Data-oriented, with advanced-level Ms Excel knowledge.
  • Strong aesthetic, design composition, and typographic abilities.
  • Ability to create engaging and effective training materials that fits the brand.
  • A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work
  • Able to manage multiple tasks simultaneously while consistently delivering high quality results
  • Bachelor's Degree in Business Administration or any other relevant discipline.

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