Trainer - Malay

Teleperformance; Subang Jaya; On-site; MYR 70,000 - 90,000; Full time

Job summary

Teleperformance Malaysia is seeking a proactive Trainer to support our Customer Service team. The role focuses on guiding new hires, conducting pre-process and process training, and ensuring performance standards are consistently met.

The ideal candidate will have a Bachelor's degree, at least 2 years of BPO training experience, and bilingual proficiency in Malay and English. Knowledge of instructional design and MS Office is advantageous for creating effective learning materials.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Proficiency in Malay and English, both spoken and written.
• Minimum 2 years of training experience in a BPO.
• Experience with premium B2C or B2B accounts preferred.
• Knowledge of instructional design is an advantage.
• Proficient with MS Office and typing 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate necessary or required annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations.
• Complete all training requirements based on the program’s specifications.
• Coach new hire Specialists on their overall training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern the nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary.
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum.
• Assist in creating and developing training materials when necessary.
• Follow all steps of BEST T&D.

Skills

Training experience

Bilingual Malay/English

MS Office

Typing 30 WPM

BPO knowledge

Education

Bachelor's degree or equivalent

Tools

MS Office Suite

Job description

Overview

We are looking for a Trainer to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
• Proficiency inMalay and English (spoken and written).
• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.
• Knowledge on instructional design is an advantage.
• Usage of MS Office and typing speed of 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate necessary or required annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations.
• Complete all training requirements based on the program’s specifications.
• Coach new hire Specialists on their overall training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern the nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary.
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum.
• Assist in creating and developing training materials when necessary.
• Follow all steps of BEST T&D.