Quality and Training Specialist

EQUILOGICS; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading customer service organization in Kuala Lumpur is seeking a Quality and Training Specialist. The role involves designing quality standards, developing training programs, and coaching customer service agents. Ideal candidates will have 2-4 years of experience, strong communication skills in English and Bahasa Malaysia, and a Bachelor's in Business Administration. This position offers a unique opportunity to drive operational excellence and enhance customer experience.

Qualifications

• 2 to 4 years as a quality and training specialist with a focus on customer orientation.
• Excellent communication skills in English and Bahasa Malaysia.
• Strong abilities in process improvement and quality assurance.

Responsibilities

• Design quality standards and monitoring formats for customer interactions.
• Coach customer support agents with constructive feedback.
• Develop and maintain training programs for internal teams.

Skills

Quality management methods

Customer experience improvement

Client-facing communication

Data-oriented analysis

Training material creation

Education

Bachelor's Degree in Business Administration

Tools

Ms Excel

Job description

Responsibilities

• Participate in the design of chat, e-mail and call monitoring formats and quality standards.
• Participate in the development of monitoring formats and quality standards for tasks relevant to the team.
• Perform quality assurance monitoring and provide trend data to the management team.
• Use the quality monitoring data management system to compile and track performance at team and individual level.
• Perform monitoring of customer care chats and e‑mail responses.
• Provide regular coaching to CS agents using direct and constructive feedback.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for contact center staff.
• Provide feedback to contact center team leaders and managers.
• Prepare and analyse internal and external quality reports for management staff review.
• Driving operational excellence in training processes, training programs & content design, training assessment, delivery and evaluation across internal and external teams.
• Collaboratively design and maintain core training programs and their collective collateral to ensure accuracy and efficiency in training classrooms.
• Work closely with the management team, the Customer Experience team, and other teams to create and implement new, engaging course materials and training programs in all pertinent formats (including eLearning).
• Ensuring consistency in CS Training through streamlined training processes.
• Ensuring the training experience is consistent in tone, voice, and style with knowledge, quality, and product resources
• Manage and prioritise training program updates and requests from internal partners.
• Ensure alignment of core training curricula to the operational change roadmap and the continuous improvement initiatives as they are implemented.
• Accountable for measuring, tracking and reporting quality assurance and training performance and impact using a blend of quantitative and qualitative measures against defined OKRs.
• Perform other duties as assigned.

Requirements

• Proven experience of at least 2 to 4 years as a customer-oriented quality and training specialist
• Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.
• Highly customer‑centric and driven to achieve best‑in‑class customer experience.
• Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
• Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.
• Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones.
• High proficiency in English and Bahasa Malaysia.
• Data‑oriented, with advanced‑level Ms Excel knowledge.
• Strong aesthetic, design composition, and typographic abilities.
• Ability to create engaging and effective training materials that fits the brand.
• A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work
• Able to manage multiple tasks simultaneously while consistently delivering high quality results
• Bachelor's Degree in Business Administration or any other relevant discipline.