Training & QA Specialist

Verity Intelligence Sdn Bhd; Petaling Jaya; On-site; MYR 67,000 - 112,000; Full time

Job summary

Verity Intelligence Sdn Bhd is seeking a Training & Quality Specialist to join our Service Delivery team in Malaysia. This hands-on role focuses on training, coaching, quality assurance, and process improvements to ensure accurate, compliant work by our Data Entry / Verification Executives.

You will develop onboarding programs, conduct on-the-job coaching, perform QC checks, monitor calls and emails, and update training materials as client requirements evolve.

Qualifications

• Strong attention to detail and ownership.
• Excellent written and verbal communication skills.
• Willingness to coach others and provide constructive feedback.
• Ability to monitor quality and ensure compliance with client requirements.
• Experience in onboarding and training new joiners is a plus.

Responsibilities

• Train new joiners on operational processes, client requirements, systems and quality expectations.
• Provide on‑the‑job coaching to Verification Executives (VEs) and address knowledge gaps.
• Perform quality checks on cases and audits to identify recurring errors and trends.
• Monitor calls, emails and interactions to ensure process adherence and standards.
• Maintain training materials, guides, and records of assessments and acknowledgements.
• Update trackers and reference documents when client requirements change.
• Support QA during high-volume periods and assist in process improvements.

Skills

Training delivery

Quality assurance

Coaching & mentoring

Process improvement

Attention to detail

Job description

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.

Unlock job insights

About Verity Intelligence:

Verity Intelligence is Malaysia’s leading Employment Background Check company since 2010 and has won many awards in Malaysia and Singapore.

Our Founder and Managing Director Mark Leow was nominated Top Nominee for the coveted Ernst & Young – Entrepreneur of The Year – Technology Category in 2019.

Trusted by almost every Financial Institution and MNC’s in Malaysia we have helped them screen a couple of hundred thousand candidates yearly saving them millions in potentially risky hires.

We’re always on the lookout for hungry and determined individuals with fire in the belly to hit the ground running.

Working Hour: 8am – 5pm (5 Days)

Website: https://www.verityintel.com/

About Verity Intelligence:

Verity Intelligence is Malaysia’s leading Employment Background Check company since 2010 and has won many awards in Malaysia and Singapore.

Our Founder and Managing Director Mark Leow was nominated Top Nominee for the coveted Ernst & Young – Entrepreneur of The Year – Technology Category in 2019.

Trusted by almost every Financial Institution and MNC’s in Malaysia we have helped them screen a couple of hundred thousand candidates yearly saving them millions in potentially risky hires.

We’re always on the lookout for hungry and determined individuals with fire in the belly to hit the ground running.