Training & Knowledge Architect for Operational Excellence

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

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.