Training Specialist (Call Centre)

UTS Marketing Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading marketing solutions firm in Kuala Lumpur seeks a Coaching Executive to conduct regular coaching sessions for Telemarketers. The role requires minimum education of SPM and fluency in Bahasa Malaysia and English. Candidates should have at least 1 year of relevant experience, ideally in insurance or financial industries. This position emphasizes coaching, emotional selling skills, and reporting.

Qualifications

• Minimum qualification at least Primary/Secondary School/SPM or equivalent.
• Languages: Fluent in Bahasa Malaysia and English.
• At least 1 year of experience in a related field.

Responsibilities

• Conduct weekly coaching sessions for Telemarketers.
• Complete and file weekly coaching forms.
• Present results of coaching sessions to department heads.

Skills

Coaching

Emotional Selling Skills

Report Preparation

Follow-up Skills

Education

Primary/Secondary School/SPM or equivalent

Job description

Responsibilities

• Conduct full coaching sessions, coaching each Telemarketer for a minimum session per week documented.
• Complete the weekly coaching forms.
• Conduct at least one monthly call calibration session depending on campaign outliers to coach.
• Emphasize the basics of emotional selling skills and touch on certain product details when required.
• Focus on individual agents and carry out a follow‑up session after coaching to ensure progress on areas of improvement.
• Prepare Coaching Tracker reports detailing current and previous agents including remarks and action proposals.
• Close gaps on areas of improvement based on coaching outcomes.
• Present results for all coached agents to their respective head of department.

Requirements

• Minimum qualification: Primary/Secondary School/SPM/"O" Level, Higher Secondary/STPM/"A" Level/Pre‑U, Professional Certificate, or equivalent.
• Languages: Bahasa Malaysia and English.
• At least 1 year of working experience in a related field.
• Preferably Junior Executives specializing in Training & Development or equivalent.
• Preferably experienced in the insurance or financial industry.

United Teleservice Marketing Solutions Sdn Bhd (UTS Group) is a leading provider of outsourced telemarketing campaign management and contact centre facilities in Malaysia.