Trainer - QA Specialist

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 will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are looking for a Training & Quality Specialist to join our Service Delivery team and work directly under the Head of Service Delivery.

This is a hands-on role designed for someone who enjoys training people, reviewing work, identifying errors, coaching team members, and improving processes.

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

This role is ideal for someone who may be at the early stage of their training or QA career but has strong attention to detail, communication skills, ownership, and the confidence to guide others.

The individual will act as a bridge between operations, quality, training, and the Head of Service Delivery, ensuring that team members understand client requirements and consistently produce accurate, compliant work.

Key Responsibilities

1. Training & Onboarding

• Conduct training for new joiners on operational processes, client requirements, systems, tools, and quality expectations.
• Prepare and maintain training materials, training guides, presentations, exercises, and session plans.
• Conduct assessments or tests for new joiners to validate their understanding before they move into production.
• Provide structured onboarding support and monitor new joiners during their initial production period.
• Conduct QC checks on new joiners' cases before submission to QA.
• Identify knowledge gaps and provide additional coaching where required.
• Maintain proper documentation and acknowledgement records for all training conducted.

2. Coaching & On-the-Job Support

• Provide day-to-day guidance to Verification Executives (VEs) when they encounter difficult, rejected, or unclear cases.
• Coach VEs whenever performance or knowledge gaps are identified.
• Review rejected cases and explain the root cause of errors to the respective VE.
• Provide on-the-job guidance to improve accuracy, productivity, and process compliance.
• Pay particular attention to VEs with consistently high rejection rates and provide targeted coaching.
• Conduct refresher training sessions based on recurring mistakes, process changes, or identified knowledge gaps.

3. Quality Assurance & Auditing

• Perform quality checks on individual cases to ensure accuracy and compliance with client requirements.
• Audit VE work to identify recurring errors, knowledge gaps, process deviations, and quality trends.
• Conduct quality checks on new joiners before their cases are submitted to the QA team.
• Monitor calls, emails, and other relevant customer/client interactions where applicable to assess adherence to process and communication standards.
• Identify discrepancies between actual work practices and established SOPs/processes.
• Escalate significant or recurring quality issues to the Head of Service Delivery.
• Provide actionable feedback to VEs and follow up to ensure corrective actions are implemented.
• Support the QA team during periods of high volume when required.

4. Process & Compliance Monitoring

Regularly monitor operational controls and trackers, including:

• Education Purchase Tracker
• Suspended cases
• Other operational trackers assigned by the Head of Service Delivery
• Live monitoring of ongoing operations
• Compliance with current client requirements and internal procedures

The role is also expected to proactively identify gaps in existing processes and highlight potential operational risks before they become recurring issues.

5. Client Requirement & Process Updates

• Monitor changes in client requirements, processes, and instructions.
• Update customized trackers, training materials, guides, and reference documents when requirements change.
• Communicate and brief the team on new or revised client requirements.
• Ensure VEs understand how process changes affect their day-to-day work.
• Conduct follow-up checks after major updates to confirm that the new process is being followed correctly.

6. Reporting & Documentation

• Maintain accurate records of training, coaching, assessments, acknowledgements, and quality findings.
• Maintain relevant training and quality trackers.
• Track recurring errors and coaching requirements.
• Provide regular updates to the Head of Service Delivery on training progress, quality concerns, rejection trends, and operational observations.
• Ensure training and process documentation remains current and accessible to the relevant team members.

7. Operational Support

• Provide additional operational support to QA and VEs during high-volume periods.
• Assist in resolving complex or unusual cases by referring to established procedures and client requirements.
• Support the Head of Service Delivery in implementing operational improvements.
• Take on additional training, QA, audit, or process-related assignments as required.