Specialist - Quality and Customer Experience and Learning and Development

Job Description

The Role:

• Responsible for ensuring high-quality customer interactions, monitoring performance, and implementing continuous improvement initiatives.
• Supports staff development through training and coaching, while acting as a bridge between quality management and learning initiatives.

The Responsibilities of the Role - Total Quality Management (TQM):

• Analyzes problems, identifies alternative solutions and project consequences of proposed actions and implements recommendations in support of goals.
• Responsible towards managing clients’ expectations in regard to quality framework, process design and implementation.
• Identifies opportunities for improvement, develops recommendations and assists whenever relevant in the implementation of continuous improvement, corrective and preventive actions for the Customer Experience Team.
• Responsible towards ensuring that set performance targets of the Specialist – Quality & Customer Experience are achieved on a regular basis.
• Ensuring all monthly Quality Monitoring reports are accurate and sent to Clients and Operations Management within the set timelines.
• Conducts quarterly, monthly, weekly and/or daily audits and feedback on the performance, integrity and quality of the output of Specialists – Quality & Customer Experience.
• Evaluates effectiveness of quality improvement initiatives conducted within the project environment.
• Works closely with project representatives to identify/resolve quality related issues.

The Responsibilities of the Role - Learning and Development (L&D):

• Ability to conduct Training Needs Analysis for respective projects/departments, in consultation with departmental heads, including assessment methods and measurement systems.
• Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy, HR workshops etc.).
• To assist in the delivery of products and/or services knowledge to staff, as and when required.
• Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems/reports for measuring necessary aspects of staff training, development and effectiveness.
• Monitor, measure and report on staff training and development plans and achievements within agreed formats and timescales.
• Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements.
• Maintain awareness and knowledge of up-to-date staff training and development theory and methods and provide suitable interpretation to Head of Dept and Clients.
• Manage a team of trainers to perform and deliver to agreed targets and timelines, according to the needs of the organization.
• Ensure all necessary processes & procedures are adhered to consistently and documented, compliant to audit requirements. E.g.: SCP & ISO.

The Responsibilities of the Role - Operations:

• To support and assist operations as and when required

Skill Requirements:

• Proficient in MS Office and Contact Centre related systems and applications.
• Good command of speaking English, Bahasa Malaysia and Mandarin and written English, Bahasa Malaysia. Good command in written Mandarin will be a plus.
• Typing speed of 50 characters or more per minute and familiar with MS Office.
• Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
• Dealing with and being able to communicate and adapt to different people and diverse personalities with a view to improving quality performance.
• Multi-tasking and working around scheduled deadlines within a constantly changing and dynamic environment.
• Prioritizing their daily tasks and responsibilities according to set and requirements.
• Ability to ascertain training needs and initiate necessary action to fill gaps between expected and existing levels of knowledge and skills

The Package :

• Attractive Salary up to RM4,700
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.