Training & Development (Call Centre & Customer Service)

Telecontinent Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 50,000; Full time

Benefits offered by this job

KPI allowance

Job summary

Telecontinent Sdn Bhd is seeking an experienced Trainer & Knowledge Management Specialist to develop employee competencies, deliver structured training programmes, and maintain accurate knowledge resources.

The role supports onboarding, product and process training, competency assessments, refresher training, and knowledge management to ensure operational readiness and consistent service delivery across customer service and back-office operations.

Qualifications

• 2–3 years of experience in training, customer service operations, or knowledge management.
• Experience developing training materials and facilitating training sessions.
• Familiarity with contact centre operations and CRM systems.
• English fluency; Cantonese or Mandarin is a plus.

Responsibilities

• Design and deliver induction, product knowledge, customer service, system, and operational process training.
• Develop training materials, presentations, assessments, reference guides, and learning activities.
• Conduct training sessions, competency assessments, and practical evaluations.
• Coordinate on- job training, coaching, nesting, and post-training evaluations.
• Deliver refresher training and support cross-training and Train-the-Trainer initiatives.
• Develop, update, and maintain SOPs, work instructions, process flows, FAQs, and knowledge base materials.
• Ensure all training and knowledge resources are accurate and aligned with procedures.
• Coordinate with Operations, Quality Assurance, and subject-matter experts to validate updates.
• Maintain document version control and communicate revised procedures.
• Provide guidance on complex operational processes and knowledge-related enquiries.
• Identify training needs through quality results, operation performance, customer feedback, and management observations.
• Develop targeted training interventions to address knowledge gaps and recurring errors.
• Maintain attendance, assessments, competency records, and readiness documentation.
• Monitor training effectiveness and conduct follow-up assessments.
• Collaborate with Operations and Quality Assurance to improve performance and service quality.
• Support onboarding, knowledge transfer, and operational changes to ensure readiness.
• Conduct readiness assessments and certify staff before they work independently.
• Prepare training reports covering completion rates, assessment results, knowledge gaps, and improvements.
• Ensure training activities comply with policies, information security, and standards.

Skills

Training delivery

Knowledge management

Onboarding training

Communication

English proficiency

Cantonese/Mandarin

CRM systems

Tools

LMS

CRM systems

Job description

We are looking for an experienced Trainer & Knowledge Management Specialist to develop employee competencies, deliver structured training programmes, and maintain accurate operational knowledge resources.

The successful candidate will support employee onboarding, product and process training, competency assessments, refresher training, and knowledge management to ensure operational readiness and consistent service delivery across customer service and back-office operations.

Key Responsibilities

Training & Employee Development

Design and deliver induction, product knowledge, customer service, system, and operational process training.

Develop training materials, presentations, assessments, reference guides, and learning activities.

Conduct training sessions, competency assessments, and practical evaluations.

Coordinate on- job training, coaching, nesting, and post-training evaluations.

Deliver refresher training and support cross-training and Train-the-Trainer initiatives.

Knowledge Management & Documentation

Develop, update, and maintain SOPs, work instructions, process flows, FAQs, and knowledge base materials.

Ensure all training and knowledge resources are accurate, up to date, and aligned with approved procedures.

Coordinate with Operations, Quality Assurance, and subject-matter experts to validate process updates.

Maintain document version control and ensure timely communication of revised procedures.

Provide guidance on complex operational processes and knowledge-related enquiries.

Competency Assessment & Performance Improvement

Identify training needs through quality results, operational performance, customer feedback, and management observations.

Develop targeted training interventions to address knowledge gaps and recurring errors.

Maintain training attendance, assessment results, competency records, and operational readiness documentation.

Monitor training effectiveness and conduct follow-up assessments to measure improvement.

Collaborate with Operations and Quality Assurance teams to improve employee performance and service quality.

Operational Readiness & Reporting

Support onboarding, knowledge transfer, and operational changes to ensure employees are ready for deployment.

Conduct readiness assessments and recommend certification or sign-off before employees work independently.

Prepare training reports covering completion rates, assessment results, knowledge gaps, and improvement actions.

Ensure training activities comply with company policies, information security requirements, and operational standards.

Requirements

Minimum 2–3 years of relevant experience in training, customer service operations, or knowledge management.

Experience in developing training materials, facilitating training sessions, and conducting competency assessments.

Good understanding of contact centre operations, customer service processes, and CRM systems.

Excellent written and spoken English, Cantonese or Mandarin with strong presentation and facilitation skills.

Ability to simplify complex processes into clear and practical training materials.

Added Advantage

Experience in utilities, energy, electricity retail, telecommunications, financial services, or other process-driven industries.

Experience supporting new service implementation, knowledge transfer, or operational transitions.

Familiarity with Learning Management Systems (LMS), digital knowledge bases, and e-learning platforms.

Experience in Train-the-Trainer programmes, competency certification, and training effectiveness measurement.

Experience supporting multichannel customer service, back-office operations, or regional customer service teams.

Basic Salary: RM3,500 – RM4,500 per month, depending on relevant experience and qualifications.

KPI Allowance: Up to RM500 per month, subject to applicable performance criteria.

Work Timing

Monday – Friday, 9:00 AM – 6:00 PM

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.

Telecontinent Sdn Bhd was incorporated on December 5th, 2011 as a private limited company under the Companies Act 1965. Our headquarters is located in Bangsar South, whereas our base of operations is located around Klang Valley with 7 premises situated in Bangsar South, Hampshire Place Office, Megan Avenue 1, and Menara Tokio Marine Life. We provide outsourcing and consultancy services specializing in contact centre solutions that enable our clients to communicate effectively without losing their personal touch.

Telecontinent combines the elements of People, Process & Technology, guided by sound Domain Knowledge in creating value from customer management. It is positioned as a business consultant and partner that adds value to the clients by helping them to improve efficiency and performance in managing their customers. The end goal in mind is to deliver customer satisfaction beyond expectation that will eventually translate into total loyalty to the respective companies served.