Specialist – Total Quality Management (TQM) and Learning & Development (L&D)

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

Job summary

A leading service provider in Kuala Lumpur seeks a Specialist in Total Quality Management (TQM) and Learning & Development (L&D). This role includes analyzing problems, implementing quality standards, managing client expectations, and promoting continuous improvement. The ideal candidate is a graduate with proficiency in MS Office and strong communication skills in English, Bahasa Malaysia, and Mandarin. Benefits include annual leave, medical insurance, and a performance bonus.

Benefits

Annual Leave

Medical and Hospitalisation Leave

EPF

SOCSO

EIS

Medical Insurance

Training Provided

Performance Bonus

5 Working Days

Qualifications

• Graduates preferably with a background in Electronics, communications, economics, or management.
• Familiarity with MS Office is required.
• Strong communication skills in English, Bahasa Malaysia, and Mandarin are beneficial.

Responsibilities

• Analyze problems and implement quality frameworks.
• Manage client expectations regarding quality standards.
• Conduct audits and evaluations for quality improvement.
• Design and implement training courses for staff.

Skills

Proficient in MS Office

Good command of English

Good command of Bahasa Malaysia

Good command of Mandarin

Typing speed of 50+ characters per minute

Education

Graduates from college or above

Tools

Contact Centre related systems

Job description

Specialist – Total Quality Management (TQM) and Learning & Development (L&D)

Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.

Proficient in MS Office and Contact Centre related systems and applications.

Good command of speaking English, Bahasa Malaysia and Mandarin and written English, Bahasa Malaysia. Good command in written Mandarin will be a plus.

Typing speed of 50 characters or more per minute and familiar with MS Office.

Requirement

• Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc.
• Proficient in MS Office and Contact Centre related systems and applications.
• Good command of speaking English, Bahasa Malaysia and Mandarin and written English, Bahasa Malaysia. Good command in written Mandarin will be a plus.
• Typing speed of 50 characters or more per minute and familiar with MS Office.

Responsibility

Total Quality Management (TQM)

Analyzes problems, identifies alternative solutions and project consequences of proposed actions and implements recommendations in support of goals.

Responsible towards managing clients’ expectations in regard to quality framework, process design and implementation.

Identifies opportunities for improvement, develops recommendations and assists whenever relevant in the implementation of continuous improvement, corrective and preventive actions for the Customer Experience Team.

Responsible towards ensuring that set performance targets of the Specialist – Quality & Customer Experience are achieved on a regular basis.

Ensuring all monthly Quality Monitoring reports are accurate and sent to Clients and Operations Management within the set timelines.

Conducts quarterly, monthly, weekly and/or daily audits and feedback on the performance, integrity and quality of the output of Specialists – Quality & Customer Experience.

Evaluates effectiveness of quality improvement initiatives conducted within the project environment.

Works closely with project representatives to identify/resolve quality related issues.

Assists clients in reviewing and establishing quality standards for Operations.

Conduct interview sessions for potential candidates for the project.

Learning and Development (L&D)

Ability to conduct Training Needs Analysis for respective projects/departments, in consultation with departmental heads, including assessment methods and measurement systems.

Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy, HR workshops etc.).

To assist in the delivery of products and/or services knowledge to staff, as and when required.

Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems/reports for measuring necessary aspects of staff training, development and effectiveness.

Monitor, measure andreporton staff training and development plans and achievements within agreed formats and timescales

Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements

Maintain awareness and knowledge of up-to-date staff training and development theory and methods and provide suitable interpretation to Head of Dept and Clients.

Manage a team of trainers to perform and deliver to agreed targets and timelines, according to the needs of the organization

Ensure all necessary processes & procedures are adhered to consistently and documented, compliant to audit requirements. E.g.: SCP & ISO

Operations

To support and assist operations as and when required

Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Medical Insurance
• Training Provided
• Performance Bonus
• 5 Working Days