Training and Quality Assurance Manager ( Contact Centre )

Requirements

• Minimum of 3 years of experience in a training and quality management role, ideally within contact centre or customer service environment.

Proven experience in designing and implementing training programs and quality assurance processes.

• University education or diploma preferably in related discipline.

Relevant certifications in training and quality management (e.g., COPC, Six Sigma) are a plus.

• Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written Chinese would add advantage).

Excellent communication and interpersonal skills.

• Strong analytical and problem solving skills.

Attention to detail, initiative and set high standards.

• Adaptability, initiative & stress tolerance.

Proficient with training and quality management software and tools.

• Responsibility

Design, implement, and evaluate training programs across various projects to ensure all employees meet business or company's standards.

• Conduct training needs analysis and develop training materials, including manuals, e-learning modules, and workshops.

Coordinate with operation managers to schedule training activities.

• Monitor and assess the effectiveness of training programs, making necessary adjustments to improve outcomes.

Develop and implement quality assurance policies, procedures, and guidelines to meet business standards.

• Conduct regular audits and inspections to ensure compliance with quality standards across all projects.

Analyse quality data to identify trends, areas for improvement, and recommend corrective actions.

• Work closely with operation managers to address quality issues and promote best practices.

Lead and manage a team of trainers and quality analysts, providing guidance, support, and professional development opportunities.

• Foster a positive and collaborative team environment that encourages continuous learning and improvement.

Stay updated with industry trends, best practices, and regulatory changes that impact training and quality assurance.

• Implement innovative solutions to enhance training effectiveness and quality assurance processes.

• Benefits

• Remuneration package:

Basic: RM8,000 RM10,000

• KPI incentive: RM500

Annual salary increment & performance bonus

• Medical & hospitalization benefits

EPF, SOCSO and EIS covered

• External training will be provided and potential career progression opportunities

• Working hour:

9AM 6PM

• Monday Friday

Off day: Satuday, Sunday & Public Holiday

• Working location:

Menara Tokio Marine Life, No. 189, Jalan Tun Razak, 50400 Kuala Lumpur

• Nearby Ampang Park LRT and MRT station (within 5-minute walking distance)

Job Types: Full-time, Permanent, Contract
Contract length: 12 months

Pay: RM8,

• 00 - RM10,000.00 per month
  
  Benefits:
• Maternity leave

Opportunities for promotion

• Parental leave

Professional development
Schedule:

• Day shift

Monday to Friday

Application Question(s):

• What is your nationality

What is your date of birth

• What is your salary expectation

If hired, what is your availability to join the new company

• What is your last drawn salary

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Quality assurance (Call Centre): 3 years (Preferred)

Call Center: 5 years (Preferred)

• Six Sigma: 3 years (Preferred)

Trainer: 3 years (Preferred)

Language:

• English (Preferred)

Mandarin (Preferred)