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Kerja Sepenuh Masa, Training-Quality - Eng - KL di TP Federal Territory - Maukerja

Training-Quality - Eng - KL

TP

Sepenuh Masa

KL City, Federal Territory

Kongsi
Simpan

Lokasi Kerja

  • Kuala Lumpur Federal Territory Malaysia

Penerangan Kerja

Tanggungjawab

Qualifications:
        • Diploma or Bachelor's Degree in Business Administration, Human Resources, Education, Communications, or a related field.
        • 2–4 years of experience in Training, Quality Assurance, Learning & Development, or Contact Center Operations.
        • BPO/contact center experience is highly preferred.
        • Strong presentation, facilitation, coaching, and communication skills.
        • Strong analytical and problem-solving abilities.
        • Experience with quality monitoring tools, reporting, and performance analysis.
        • Proficient in Microsoft Office, particularly Excel and PowerPoint.
        • Ability to work independently and manage multiple priorities.
        • Strong stakeholder management and interpersonal skills.
        • Comfortable working in a fast-paced, target-driven environment.
Responsibilities:
Training & Development
  • Develop and deliver onboarding, refresher, process, product, and soft-skills training programs.
  • Conduct training needs analysis to identify knowledge and performance gaps.
  • Prepare training materials, presentations, assessments, and learning activities.
  • Facilitate classroom, virtual, and on-the-job training sessions.
  • Evaluate training effectiveness through assessments, feedback, and post-training performance.
  • Work closely with Operations and stakeholders to identify training requirements and improvement areas.
  • Provide coaching and support to employees who require additional development.
Quality Assurance
  • Develop and maintain quality standards, evaluation forms, and quality assurance processes.
  • Conduct regular quality audits and evaluate employee interactions against established standards.
  • Monitor customer interactions across voice, email, chat, and other support channels.
  • Identify recurring quality issues, process gaps, and compliance risks.
  • Provide constructive feedback and coaching based on quality findings.
  • Prepare and analyze quality reports, trends, and performance dashboards.
  • Partner with Operations to develop corrective and preventive action plans.
  • Ensure quality processes and standards are consistently applied across teams.

Peringatan Penting

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