Training & Quality Leader (Fluent English) - SEA Market

PT Indotel Maju Bersama; Kota Yogyakarta; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A leading company in the service sector is seeking a Training & Quality Leader to oversee training initiatives for Customer Care teams. The ideal candidate has at least two years of experience in the contact center industry with a focus on training and quality. Responsibilities include assessing training needs, developing training materials, and managing LMS systems. Strong analytical and communication skills in English are essential for success in this fast-paced environment.

Qualifications

• Minimum two years of work experience in contact center industry.
• Minimum two years of managerial experience in Training & Quality environment.
• Tech-savvy with a good understanding of systems.
• Strong analytical and communication skills in English.
• Ability to deliver under pressure.

Responsibilities

• Assess training requirements and design training plans.
• Develop and enhance training materials.
• Continuously assess training effectiveness.
• Manage user access and report generation for LMS.
• Conduct onboarding sessions and training programs.

Skills

Analytical skills

Written communication in English

Verbal communication in English

Microsoft Office skills (Excel and PPT)

Job description

Training & Quality Leader (Fluent English) - SEA Market

1. Assess training requirements for both in-house and BPO Customer Care teams through Training Needs Analysis (TNA), focus group discussions, quality insights, and stakeholder consultation.
2. Design tailored individual and group training plans to address identified needs across various teams.
3. Develop and enhance training materials in line with internal guidelines, leveraging BPO training resources to ensure content is interactive, accurate, and timely.
4. Adapt and localize training content provided by the in-house training team for regional or team-specific rollout.
5. Continuously assess training effectiveness to ensure alignment with business objectives and performance improvements.
6. Maintain consistent and effective communication with the in-house PPM & Training Team regarding training updates and developments.
7. Oversee the use of training systems and platforms, including Learning Management Systems (LMS), to support both onsite and virtual learning.
8. Handle all aspects of the LMS (e.g., 360Learning), including user access, course uploads, and report generation.
9. Keep up to date with industry trends, tools, and best practices in training and development.
10. Conduct new hire onboarding sessions and other training programs as needed including completing cases auditing under quality requirement.
11. Oversee training and quality initiatives across all ventures, including clients and partners relationship management, not limited to local own venture.
12. Manage and deliver all Training & Quality reports accurately and within tight deadlines.
13. Quickly grasp product knowledge and operational processes to effectively support and guide the team.
14. Demonstrate flexibility by supporting customer care operations, chat and voice during high-volume periods when required.

Requirements

1. Minimum two (2) years of work experience in contact center industry, eCommerce will be added advantage.
2. Minimum two (2) years of managerial experience in Training & Quality environment, experience with outsourced team is a plus. (SEA Market)
3. Tech-savvy, good understanding of how systems work, and information exchange and structure.
4. Track record of collaborations and get result cross-team in a complex working.
5. Demonstrated success adjusting operations to business changes.
6. Able to balance operational optimization needs and long-term strategic thinking.
7. Strong analytical skills with excellent written and verbal communication skills in English are required for this position.
8. Ability succeed in a fast-paced, innovative, and rapidly evolving industry and organization.
9. Able to deliver under pressure, entrepreneurial and results driven.
10. Strong Microsoft Office skills (Excel and PPT).

Yogyakarta, Yogyakarta Special Region, ID