Night Shift: Training & Quality Analyst

TRANSCOSMOS (MALAYSIA) SDN. BHD.

Kuala Lumpur

On-site

MYR 60,000 - 90,000

Full time

5 days ago

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Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Training Specialist and Quality Analyst to support US-market operations from Kuala Lumpur. This permanent night-shift role focuses on ensuring call centre agents possess the right knowledge and consistently deliver high-quality service.

You will design and deliver training, monitor QA, coach agents, and drive continuous improvement using performance data and QA insights. Fluency in English and Mandarin is required for China-based stakeholders.

Qualifications

Diploma or higher in any field.
At least 1 year of QA or training experience in a call centre.
Proficient in Microsoft Office (Excel, PowerPoint).
Strong communication skills in English and Mandarin Chinese (Traditional).

Responsibilities

Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills
Conduct on-the-job training (OJT), nesting support, and regular skills assessments
Customize learning plans based on QA insights and individual agent needs
Continuously update training materials in collaboration with project teams and stakeholders
Monitor customer interactions to ensure SOP compliance and service standards
Evaluate agent performance through call audits and provide constructive feedback
Identify quality gaps and design corrective training or coaching interventions
Deliver one-on-one and group coaching sessions to improve agent performance
Develop personalized improvement plans and calibration sessions