Associate, Sop And Knowledge Management

About the job

About the job

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch 'n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

JOB PURPOSE

The role focuses on improving processes, training programs to enhance efficiency, customer satisfaction, and performance. Responsibilities include delivering training and driving process improvements. The role ensures alignment with organizational goals and promotes continuous learning. Endeavour to deliver excellent service in achieving TNG Digital Sdn Bhd's Vision, Mission and Quality Policy.

JOB RESPONSIBILITIES

Develop and maintain SOPs to ensure up-to-date standards.

Design, deliver, and evaluate training programs aligned with organizational goals.

Develop and manage Business Continuity Plans (BCP) for CES and Careline.

Organize and drive process improvements, cost optimization, and quality initiatives.

Review FAQ articles to identify gaps, inconsistencies, or outdated information.

Serve as a subject matter expert, providing guidance and support.

Manage training and align initiatives with organizational objectives.

Promote continuous learning and professional development.

Perform other tasks as assigned by the HOD.

JOB REQUIREMENTS

Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or bachelor's degree in any fields or equivalent.

At least 2 years of experiences in call centre environment or experience in service sector, banking industry or commercial services.

Advanced proficiency in Excel, Word, PowerPoint, and Outlook

Strong analytical, detailed to number with good reporting skills with interpretation capabilities.

Excellent written and verbal communication skills in English, proficiency in other additional languages such as Malay or Mandarin or Cantonese will be an advantage.

Ability to work with cross-functional team to coordinate for desired output.

Ability to influence agent on strong customer service ethics and persuasive skills.

Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.

Customer centric and knowledge on mobile / digital ewallets

Self-motivated, positive attitude and ability to manage multiple tasks.

Passionate towards customer satisfaction and able to work under pressure.

Able to response customer with written communications, interact with customers to answer questions, provide education, create awareness, and maintain company's reputation for high-quality service.

Strong communications skills to develop and cultivate lasting customer relationships.

Must be able to work with tight deadlines.

A start-up attitude – highly collaborative and globally-minded.

OUR PERKS & BENEFITS

Flexi clock in hours and home workplace subsidy.

eWallet allowance.

Unlimited office pantry fruits, snacks and drinks.

Mobile and broadband subscription reimbursement.

Flexibility to opt dependents coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.

Additional leave including family leave and paid care leave to care for family members.

Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine ("TCM") and Chiropractic.

Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch 'n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now

Touch 'n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch 'n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing:

Note: Only shortlisted candidates will be contacted.