Training Supervisor - KL

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

Job summary

A leading company in the contact center industry is looking for a Quality Analyst to construct and deliver reports and analyses. The successful candidate will have a Bachelor's degree and be proficient in both Mandarin and English, with at least 1-year experience in a similar role. This opportunity includes a rotational shift and a dynamic work environment.

Qualifications

• Minimum 1 year experience as QA in call center
• Ability to work in rotational shifts (3 shift / 5 working days)
• Able to start work immediately is preferred.

Responsibilities

• Construct searches and reports for analysis in recorded conversations.
• Make recommendations to solve business problems.
• Monitor, analyse & audit trainees’ performance.

Skills

Proficient in Mandarin

Proficient in English

Analytical skills

Attention to detail

Education

Bachelor’s degree or equivalent diploma

Job description

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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

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.