Training & Quality Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 60,000 - 120,000 per year

Job Description:

1) Assess training requirements for both in-house and BPO Customer Care teams through Training Needs Analysis (TNA), focus group discussions, quality insights, and stakeholder consultation.

2) Design tailored individual and group training plans to address identified needs across various teams.

3) Develop and enhance training materials in line with internal guidelines, leveraging BPO training resources to ensure content is interactive, accurate, and timely.

4) Adapt and localize training content provided by the in-house training team for regional or team-specific rollout.

5) Continuously assess training effectiveness to ensure alignment with business objectives and performance improvements.

6) Maintain consistent and effective communication with the in-house PPM & Training Team regarding training updates and developments.

7) Oversee the use of training systems and platforms, including Learning Management Systems (LMS), to support both onsite and virtual learning.

8) Handle all aspects of the LMS (e.g., 360Learning), including user access, course uploads, and report generation.

9) Keep up to date with industry trends, tools, and best practices in training and development.

10) Conduct new hire onboarding sessions and other training programs as needed including completing cases auditing under quality requirement.

11) Oversee training and quality initiatives across all ventures, including clients and partners relationship management, not limited to local own venture.

12) Manage and deliver all Training & Quality reports accurately and within tight deadlines.

13) Quickly grasp product knowledge and operational processes to effectively support and guide the team.

14) Demonstrate flexibility by supporting customer care operations, chat and voice during high-volume periods when required

Requirements:

1) Minimum three (3) years of work experience in contact center industry, eCommerce will be added advantage.

2) Minimum three (3) years of managerial experience in Training & Quality environment, experience with outsourced team is a plus.

3) Tech-savvy, good understanding of how systems work, and information exchange and structure

4) Track record of collaborations and get result cross-team in a complex working environment.

5) Demonstrated success adjusting operations to business changes.

6) Able to balance operational optimization needs and long-term strategic thinking.

7) Strong analytical skills with excellent written and verbal communication skills in English are required for this position

8) Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization

9) Able to deliver under pressure, entrepreneurial and results driven

10) Strong Microsoft Office skills (Excel and PPT)

Additional Requirements:

1)Willingness to work during public holidays and weekends, as needed.

2)Flexibility to travel domestically and internationally if required.

3)Immediate availability is preferred.

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