Training Supervisor - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider is seeking a QA professional in Bayan Lepas, Malaysia. This role focuses on constructing reports and conducting evaluations in a call center environment. Candidates should have a Bachelor's degree, at least one year of QA experience, and be proficient in Mandarin and English. The job requires working rotational shifts and the ability to start immediately.

Qualifications

• Minimum 1 year experience as QA in call center.
• Must be proficient in Mandarin & English.
• Willingness to work rotational shifts.

Responsibilities

• Construct searches and reports for analysis in recorded conversations.
• Make recommendations to solve critical business problems.
• Own accurate analysis and reports in alignment with objectives.
• Conduct evaluations to identify areas of improvement.

Skills

Mandarin

English

Education

Bachelor's degree or equivalent diploma

Job description

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.

Qualifications

• Bachelor’s degree or equivalent diploma in any discipline
• Candidate must be able to work on rotational shift (3 shift / 5 working days)
• Minimum 1 years’ experience as QA in call center
• Must be proficiency in Mandarin & English in terms of written, reading and speaking
• Able to start work immediately is preferred.