Specialist - Quality & Customer Experience & Learning and Development

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service solutions provider is seeking a Specialist – Quality & Customer Experience in Kuala Lumpur. This role involves ensuring the quality of customer interactions, supporting staff development through training, and implementing continuous improvement initiatives. Candidates should be skilled in MS Office and have communication proficiency in English and Bahasa Malaysia. The position offers a competitive salary package, including medical coverage and generous leave entitlements.

Benefits

Attractive Salary up to RM4,700

15 days annual leave

14 days medical leave

Medical and hospitalization coverage

Qualifications

• Able to assess training needs and close gaps.
• Effective communication with diverse personalities.
• Good command of speaking and written English and Bahasa Malaysia; Mandarin is a plus.

Responsibilities

• Responsible for ensuring high-quality customer interactions.
• Supports staff development through training and coaching.
• Conducts Training Needs Analysis for projects.

Skills

Proficient in MS Office

Good command of English

Typing speed of 50 characters per minute

Ability to communicate effectively

Multi-tasking ability

Education

Graduate from college or above

Preferred background in Electronics, communications, economics, management

Tools

Contact Centre related systems

Job description

Specialist – Quality & Customer Experience / Learning and Development

• Responsible for ensuring high-quality customer interactions, monitoring performance, and implementing continuous improvement initiatives.
• Supports staff development through training and coaching, while acting as a bridge between quality management and learning initiatives.

Job Description

Role

• Responsible for ensuring high-quality customer interactions, monitoring performance, and implementing continuous improvement initiatives.
• Supports staff development through training and coaching, while acting as a bridge between quality management and learning initiatives.

Responsibilities – Total Quality Management (TQM)

• Analyzes problems, identifies alternative solutions, and implements recommendations to support goals.
• Manages clients’ expectations regarding quality framework, process design, and implementation.
• Identifies improvement opportunities, develops recommendations, and assists in implementing continuous improvement, corrective, and preventive actions for the Customer Experience Team.
• Ensures performance targets for the Specialist – Quality & Customer Experience are achieved regularly.
• Prepares accurate monthly Quality Monitoring reports and sends them to Clients and Operations Management within set timelines.
• Conducts audits (daily, weekly, monthly, quarterly) and provides feedback on the performance and quality of output.
• Evaluates effectiveness of quality improvement initiatives within the project environment.
• Works closely with project representatives to identify and resolve quality-related issues.

Responsibilities – Learning and Development (L&D)

• Conducts Training Needs Analysis for projects/departments in consultation with departmental heads.
• Designs training courses and programs or manages external providers.
• Assists in delivering product and services knowledge to staff as required.
• Plans, develops and implements training strategy, maintains systems/reports to measure effectiveness.
• Monitors, measures and reports on staff training plans and achievements within agreed formats and timelines.
• Liaises with functional/departmental managers to communicate training objectives and achievements.
• Keeps updated on training theory and methods and interprets them for Head of Dept and Clients.
• Manages a team of trainers to deliver within agreed targets and timelines.
• Ensures adherence to required processes & procedures, documented and compliant to audit requirements (e.g., SCP & ISO).

Responsibilities – Operations

• Supports and assists operations as required.

Skill Requirements

• Proficient in MS Office and Contact Centre related systems and applications.
• Good command of speaking English, Bahasa Malaysia and Mandarin; written English and Bahasa Malaysia. Written Mandarin is a plus.
• Typing speed of 50 characters per minute or more and familiarity with MS Office.
• Graduate from college or above; preferred background in Electronics, communications, economics, management, etc.
• Effective communication with diverse personalities to improve quality performance.
• Multi-tasking in a constantly changing environment.
• Prioritizes daily tasks according to requirements.
• Can assess training needs and initiate action to close gaps.

Package

• Attractive Salary up to RM4,700.
• Performance related confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required

• Entry Level.

Location

• Kuala Lumpur, WP, Malaysia.

Employment Type

• Full Time.