• 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.