Participate in the design of chat, e-mail and call monitoring formats and quality standards.
Participate in the development of monitoring formats and quality standards for tasks relevant to the team.
Perform quality assurance monitoring and provide trend data to the management team.
Use the quality monitoring data management system to compile and track performance at team and individual level.
Perform monitoring of customer care chats and e-mail responses.
Provide regular coaching to CS agents using direct and constructive feedback.
Participate in customer and client listening programs to identify customer needs and expectations.
Provide actionable data to various internal support groups as needed.
Coordinate and facilitate call calibration sessions for contact center staff.
Provide feedback to contact center team leaders and managers.
Prepare and analyse internal and external quality reports for management staff review.
Driving operational excellence in training processes, training programs & content design, training assessment, delivery and evaluation across internal and external teams.
Collaboratively design and maintain core training programs and their collective collateral to ensure accuracy and efficiency in training classrooms.
Work closely with the management team, the Customer Experience team, and other teams to create and implement new, engaging course materials and training programs in all pertinent formats (including eLearning).
Ensuring consistency in CS Training through streamlined training processes.
Ensuring the training experience is consistent in tone, voice, and style with knowledge, quality, and product resources
Manage and prioritise training program updates and requests from internal partners.
Ensure alignment of core training curricula to the operational change roadmap and the continuous improvement initiatives as they are implemented.
Accountable for measuring, tracking and reporting quality assurance and training performance and impact using a blend of quantitative and qualitative measures against defined OKRs.
Perform other duties as assigned.
Requirements:
Proven experience of at least 2 to 4 years as a customer-oriented quality and training specialist
Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.
Highly customer-centric and driven to achieve best-in-class customer experience.
Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.
Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones.
High proficiency in English and Bahasa Malaysia.
Data-oriented, with advanced-level Ms Excel knowledge.
Strong aesthetic, design composition, and typographic abilities.
Ability to create engaging and effective training materials that fits the brand.
A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work
Able to manage multiple tasks simultaneously while consistently delivering high quality results
Bachelor's Degree in Business Administration or any other relevant discipline.