Hiring For Training & Quality Coordinator (TQC) | BPO - Travel Project in Kuala Lumpur

Gratitude Inc

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16 hours ago

1-15 Year(s)

RM 20 - RM 40 Thousand p.m

Kuala Lumpur (Kuala Lumpur)

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Job Description

Key Skills

Human Language Technologies Japanese language spanish language French Language Korean Language

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Hiring For Training & Quality Coordinator (TQC) | BPO - Travel Project in Kuala Lumpur

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.

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

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

Needs Analysis

Collects data using various types of methodologies – employee surveys, interviews, focus groups, call monitoring sessions

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

Scheduling

Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.

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.

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.

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

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 skills

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 Training & Quality Coordinator (TQC) | BPO - Travel Project 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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