Specialist TQM and Learning and Development - ANZ
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Job Description
The Responsibilities of the Role:
- Responsible for conducting monthly Quality Monitoring and Feedback sessions for Executive - Technical Support.
- To accurately conduct Transaction Monitoring and Feedback sessions for Executives - Customer Service on a monthly (and/or weekly) basis as specified by the Transaction Monitoring Methodology and Procedures.
- To collate and document transaction monitoring results, analyze and recommend opportunities to the management of TQM for continuous improvement on a monthly basis.
- To assist the Operation Management and TQM Management by translating Call/Chat/Email monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
- To convey issues and positive reinforcement on Quality concerns to Total Quality Management, Operations Management and Clients.
- To work closely with the Asus Management team in developing/reviewing Asus QMS, re-align/calibrate marking methods and develop remedial plans to improve Executive - Technical Support.
- To play a key role in the delivery of product knowledge for Executive - Customer Service and Executive - Technical Support.
- Assess relevant training needs for staff individuals and organisation, in consultation with departmental heads, including assessment methods and measurement systems entailed.
- Stay informed as to relevant skill and qualification levels required by staff for effective performance, and circulate requirements and relevant information to the organisation as appropriate.
- Organise training venues, logistics etc. as required to achieve efficient training attendance and delivery.
- Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.
- Ensure all training activities and materials meet with relevant project and organisational requirements.
- Monitor and report on activities, costs, performance, etc, as required.
- Develop self, and maintain knowledge in relevant field at all times.
Skill Requirements:
- Diploma/Degree holder in any related disciplines.
- Good command of spoken and written English and Mandarin.
- Prior experiences in a similar role is an advantage.
- At least 1 year contact centre experience is required.
- Possess exceptional Telephone and Customer Service skills and experience in Inbound/Outbound contact centre environment.
- Possess initiative, able to work independently and as a team.
- Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
The Package :
- Attractive Salary (up to RM4,000)
- Performance Related Allowance on a quarterly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.