Training Supervisor - Penang

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

Job summary

An established industry player is seeking a dedicated Quality Assurance professional to enhance call center operations. This role involves analyzing recorded conversations, making strategic recommendations, and ensuring high-quality performance through effective evaluations. You will be at the forefront of identifying training needs and delivering insightful reports that drive improvements. If you are proficient in Mandarin and English and have a passion for quality assurance, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

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

Responsibilities

• Conduct evaluations to identify areas of improvement.
• Monitor and analyze trainees’ performance and trends.

Skills

Mandarin proficiency

English proficiency

Analytical skills

Problem-solving

Education

Bachelor’s degree or 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