QA & Trainer

EBC Tech; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading technology company based in Kuala Lumpur is looking for a Quality Assurance and Training Specialist. In this role, you will coordinate training programs to enhance both individual and team performance, deliver engaging training sessions, and assess customer service metrics. The ideal candidate will have over 5 years of experience in customer service within the Fintech industry, excellent communication skills, and fluency in English and Mandarin. Experience with Salesforce or CRM is preferred.

Qualifications

• 5+ years of hands-on experience in customer service and quality assurance in Fintech or similar industry.
• Ability to provide constructive feedback and communicate effectively.
• Knowledge of goal-setting practices and problem-solving capabilities.

Responsibilities

• Coordinate training and development initiatives for stakeholders.
• Deliver engaging training sessions in various formats.
• Prepare training reports and maintain quality standards.

Skills

Communication skills

Organizational skills

Problem-solving

Customer service

Quality assurance

Fluency in English

Fluency in Mandarin

Tools

Salesforce

CRM systems

Job description

Responsibilities

• Ability to coordinate with multiple parties and stakeholders, and take lead in training, development and QA initiatives that cater to these stakeholders’ needs and requirements on a timely manner.
• Work closely with stakeholders and different managers to plan, assess and develop or design tailored training programs for all employees to improve individual and team performance.
• Deliver engaging, interactive, and results-driven training sessions in various format (in-person, virtual, e-learning).
• Identify skill gaps by conducting needs assessments, analyzing performance data, and gathering feedback from stakeholders.
• Prepare weekly training reports/evaluations of the training on a timely basis.
• Maintain and develop internal quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Map the need for training and onboarding programs and initiate these projects.
• Create reports that reflect agent performance.
• Perform any ad-hoc tasks assigned by superior.

Qualifications

• Minimum of 5 years hands-on experience in customer service and quality assurance with Fintech or similar industry would be ideal.
• Great communication skills and ability to provide constructive feedback.
• Good organizational skills and knowledge of goal-setting practices.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Excellent working knowledge on Salesforce or CRM would be an advantage.
• Fluency in English and Mandarin (both spoken & written) is a must.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.