TimesConsult

About TimesConsult

Role: Training & Quality Assurance Specialist Business: Financial Service Location: KL, Malaysia Training & QA Specialist is mainly responsible for: -All types of training and quality assurance within the company -Training new hired and existing employees for company's product and services, professional customer service skill -Monitoring and analyzing the interactions between customer supports and clients to ensure customer supports are performing based on company’s standard -Train and guide employees in order for them to provide professional and accurate information to the clients -Improve and maintain high quality of customer service by conducting QA audits, analyzing results, and providing coaching -Enhance employees’ skills, performance, productivity and quality of work -To ensure the level of professional skills and knowledge of all employees is on target -To update all employees' knowledge about new services provided by the company, changed conditions etc. -To assist all employees and trainees in their work performance -To prepare all the specified reports and other work documentation in time -To be responsible for all operations and staff management administrative work in the office when needed -To resolve any specific problems and tailor programs as necessary -To maintain a keen understanding of training trends, developments and best practices -To provide new hired staff with training within their probation period, design training program and improve existing training programs if it is necessary -To design topic exam papers and to make corrections in existing exam papers if it is necessaries Quality Assurance Responsibilities: -To monitor inbound and outbound all clients' communication channels according to the QA template -To verify customer service results by measuring skills in use of product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of communication channels -To provide feedback and coaching to support on daily/weekly/monthly basis -To coordinate with Team Leaders to arrange a schedule for coaching of the team -To coordinate with Knowledge Manager and Team Leaders in improving the quality of company's services/products -To work with Training Manager to evaluate and recommend alternative methods of chat/email/call monitoring -Prepare and analyze internal quality reports to QA Leader/Manager Required Knowledge: Bachelor's Degree or higher in any related fields About 2-3 years of working experience in Training function, QA or any related functions (especially in BPO business is a plus) Basic Technical knowledge with good in company legal documents in details (client agreement etc and internal company regulations and procedures in details, possible cheating schemes and monitoring procedures, current strategic plans and goals Strong communication skills, coaching and feedback skills and interpersonal skills and problem solving skills Good command of English & Thai language (written and spoken) Timesconsult Co., Ltd. 1 Empire Tower, 47th floor, unit 4703, South Sathorn Road, Yannawa, Sathorn, Bangkok 10120 Tel: 02 686 1296 www.timesconsult.com / www.askheadhunter.com Job Type: Full-time Salary: RM6,000.00 to RM8,000.00 /month Experience: BPO industry: 3 years (Preferred) Training: 3 years (Required) QA: 3 years (Preferred)

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Company Info

Legal Form: Ltd

Company Type: Private

Company Size: 51 - 250

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Job Ads found: 390

Job Ads per Month: 11.5

Hiring Locations: 11

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