QA & Training Specialist for Operational Excellence

Verity Intelligence Sdn Bhd; Selangor; On-site; MYR 40,000 - 60,000; Full time

Job summary

Jora Malaysia is seeking a Training & Quality Specialist to join our Service Delivery team and work directly under the Head of Service Delivery. This hands-on role involves training people, reviewing work, coaching team members, and improving processes.

You will support the development and quality of our Data Entry / Verification Executives by providing new joiner training, on-the-job coaching, quality checks, call and email monitoring, case audits, refresher training, and process updates.

Responsibilities

• Training for new joiners on processes, client requirements, systems, tools, and quality expectations
• Prepare and maintain training materials, guides, presentations, exercises and session plans
• Conduct assessments to validate understanding before production
• Provide onboarding support and monitor new joiners during initial production period
• Perform QC checks on new joiners' cases before submission to QA
• Identify knowledge gaps and provide coaching where required
• Maintain documentation and acknowledgement records for training conducted
• Provide day-to-day guidance to Verification Executives on difficult cases
• Coach VEs to address performance gaps and root-cause analysis of errors
• Review rejected cases and explain root causes to VEs
• Provide on-the-job coaching to improve accuracy and productivity
• Monitor high-rejection teams and provide targeted coaching
• Conduct refresher training based on recurring mistakes or process changes
• Perform quality checks on individual cases for accuracy and compliance
• Audit VE work to identify recurring errors and trends
• Monitor calls/emails to assess adherence to process and standards
• Identify discrepancies between practice and SOPs/processes
• Escalate significant issues to Head of Service Delivery
• Provide feedback to VEs and ensure corrective actions
• Support QA during high-volume periods
• Regularly monitor education/purchasing trackers, suspended cases and live operations
• Ensure compliance with client requirements and internal procedures
• Proactively identify gaps and potential risks in processes
• Monitor client requirement changes and update trackers/training materials
• Communicate and brief the team on changes
• Ensure VEs understand how changes affect daily work
• Maintain training and quality documentation and trackers
• Provide updates on training progress and quality trends
• Assist in operational improvements during high volume

Job description

Jora Malaysia is seeking a Training & Quality Specialist to join our Service Delivery team and work directly under the Head of Service Delivery. This hands-on role involves training people, reviewing work, coaching team members, and improving processes.

You will support the development and quality of our Data Entry / Verification Executives by providing new joiner training, on-the-job coaching, quality checks, call and email monitoring, case audits, refresher training, and process updates.