Hiring For Quality Assurance Analyst in Kuala Lumpur
Gratitude IncHiring For Quality Assurance Analyst in Kuala Lumpur
Job Description
Key Skills
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Hiring For Quality Assurance Analyst in Kuala Lumpur
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Description -
- Quality assurance data gathering and reporting
- Designs & develop training sessions, revises development schedules to meet business needs and ensure availability of appropriate resources
- Provide new hire and product training as required.
- Ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.
- Participate and conduct monitoring and calibration sessions with training, operations and quality teams and/or clients to collect feedback. Demonstrate initiative and contribute to improving performance based on findings during calibration sessions.
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Staffing
- Evaluates and recommends necessary staffing support to operate the Training, QA and Content/Change Management business units
- Provides on the job training to core team members
- Continually evaluates and offers recommendations in order to improve performance.
- Manages, develops and provides effective feedback to staff
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Project management
- Plans, organizes and manages training, QA and pilot programs
- Interfaces with client and/or account management teams to determine training requirements, customer confidence and satisfaction levels
- Provides feedback regarding customer issues or concerns with documentation, or training requirements
- Establishes and maintain a network of alliances, training society’s and vendors to identify alternate training design and delivery mechanisms
- Communicates and works with all internal departments to accomplish project goals
- Ensures QA metrics and ratios are maintained
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Needs Analysis
- Collects data using various types of methodologies – employee surveys, interviews, focus groups, call monitoring sessions
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Training Design and Development
- Designs training sessions
- Develops and organizes concise training content utilizing appropriate methodologies
- Develops and revises development schedules to meet business needs and ensure availability of appropriate resources
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Scheduling
- Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.
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Quality Assurance Data Gathering and Reporting
- Sample and evaluate end-user transactions (i.e. telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.
- Report results of evaluations to appropriate Quality/Operations stakeholders (i.e. Quality Leadership and Account Management) on a weekly and monthly basis.
- Provide new hire and product training as required by business unit training programs in each site assigned.
- Participate and conduct monitoring and calibration sessions with training, operations and quality teams and/or clients to collect feedback. Demonstrate initiative and contribute to improving performance based on findings during calibration sessions.
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Evaluation
- Track, coach and provide performance feedback on the core competencies for trainers and QA team members in accordance with the performance requirements for the assigned program
- Utilize company prescribed methods to evaluate, score and track performance based on business and program objectives.
- Manage and develop training programs based on student, course, and management evaluation system to be used as a foundation for continued improvement.
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Leadership
- Develop positive professional relationships with business unit operations management, quality assurance and clients to support identifying program performance needs and requirements
- Interface with clients on visits to centers.
- Communication: effectively communicate and listen
- Coaching: provide and accept effective coaching and feedback
- Meetings: demonstrate effective time management, prioritization, and follow-through
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Job Requirements:
- Candidates with T&Q, leadership experience are welcome to apply
- Mandatory language: English
- Bachelor’s Degree in any field
- Background and experience in Instructional Systems Design
- Proficiency in using Microsoft Office Products
- Demonstrated leadership, problem solving, communication and facilitation skill
- Determines gaps in employee proficiency levels
- Analyzes and identifies all resources such as vendors for new solutions, training materials, methods, techniques and makes recommendations for use
Apply Now Hiring For Quality Assurance Analyst in Kuala Lumpur
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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