Training Supervisor - KL

Teleperformance; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Quality Assurance Analyst to join their dynamic team. This role involves constructing automated analysis reports from recorded conversations, making strategic recommendations to solve business challenges, and ensuring quality analysis aligns with project objectives. The ideal candidate will possess strong communication skills in both Mandarin and English, and have a keen eye for detail to monitor performance trends. If you're ready to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Minimum 1 year of experience as QA in a call center.
• Proficiency in Mandarin and English is essential.

Responsibilities

• Construct searches and reports for automated analysis in recorded conversations.
• Monitor and analyze trainees’ performance and identify training needs.

Skills

Analytical Skills

Communication Skills

Problem Solving

Mandarin Proficiency

English Proficiency

Education

Bachelor’s degree

Equivalent diploma

Job description

Qualifications

Main Requirements:

• Bachelor’s degreeorequivalent diplomain any discipline
• Candidate must be able to work onrotational shift(3 shift / 5 working days)
• Minimum 1 years’ experienceas QA in call center
• Must be proficiency in Mandarin & English in terms of written, reading and speaking
• Able tostart work immediatelyis preferred.

Responsibilities

Key Responsibilities:

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct evaluations to identify areas of improvement
• Monitor, analyse & audit trainees’ performance and call out any unusual trends
• Identify training needs by working with operations team and QA