Training and Quality Analyst

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is seeking a Training Specialist and Quality Analyst to support US-market operations from Kuala Lumpur. This permanent night-shift role focuses on ensuring call centre agents possess the right knowledge and consistently deliver high-quality service.

You will design and deliver training, monitor QA, coach agents, and drive continuous improvement using performance data and QA insights. Fluency in English and Mandarin is required for China-based stakeholders.

Qualifications

• Diploma or higher in any field.
• At least 1 year of QA or training experience in a call centre.
• Proficient in Microsoft Office (Excel, PowerPoint).
• Strong communication skills in English and Mandarin Chinese (Traditional).

Responsibilities

• Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills
• Conduct on-the-job training (OJT), nesting support, and regular skills assessments
• Customize learning plans based on QA insights and individual agent needs
• Continuously update training materials in collaboration with project teams and stakeholders
• Monitor customer interactions to ensure SOP compliance and service standards
• Evaluate agent performance through call audits and provide constructive feedback
• Identify quality gaps and design corrective training or coaching interventions
• Deliver one-on-one and group coaching sessions to improve agent performance
• Develop personalized improvement plans and calibration sessions

Skills

QA and Training

Microsoft Excel

PowerPoint

Verbal & Written Communication

Bilingual English & Mandarin

Education

Diploma (any field)

Tools

Zendesk

Salesforce

NICE

Job description

Shift - Permanent Night Shift as we are serving US market

As a TQA, you will play a dual-role as both a Training Specialist and Quality Analyst, ensuring that call centre agents are equipped with the right knowledge and consistently deliver high-quality service. You will design and deliver training programs, conduct quality monitoring, lead coaching sessions, and support continuous improvement initiatives. By integrating insights from performance trends and quality audits, you will directly influence agent development and customer satisfaction.

Key responsibilities

Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills

Conduct on-the-job training (OJT), nesting support, and regular skills assessments

Customize learning plans based on QA insights and individual agent needs

Continuously update training materials in collaboration with project teams and stakeholders

Monitor customer interactions to ensure compliance with Standard Operating Procedures (SOPs), customer service guidelines, and process standards

Evaluate agent performance through regular call audits and provide constructive feedback

Identify quality gaps and design corrective training or coaching interventions

Deliver one-on-one and group coaching sessions to improve agent performance

Develop personalized improvement plans to address skill or compliance deficiencies

Facilitate calibration sessions to ensure consistency in QA scoring and evaluation

About you

Possess at least Diploma and above, in any field

At least 1 year of experience in both QA and/or Training in call centre environment

Proficiency in Microsoft products, especially Excel and PowerPoint

Deep understanding of training and A frameworks, SOP compliance, and performance improvement

Excellent verbal and written communication skills in both Mandarin Chinese (Traditional) and English as this project serving China based stakeholders.

Able to work independently, prioritize effectively, and meet deadlines

Results-driven with strong analytical abilities, attention to detail, and effective communication and interpersonal skills

Candidates with Six Sigma/COPC certification are highly preferred

Familiarity with QA and CRM tools (e.g., Zendesk, Salesforce, NICE) is a plus