Training Supervisor - Penang

Teleperformance USA; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer service is seeking a QA professional to analyze and improve call center operations. The role involves reporting on performance metrics and training needs while ensuring quality standards are met. Ideal candidates have proficiency in Mandarin and English, and must hold a Bachelor's degree.

Qualifications

• Minimum 1 years’ experience as QA in call center.
• Able to start work immediately is preferred.
• Candidate must be able to work on rotational shift.

Responsibilities

• Construct searches and reports for automated analysis in recorded conversations.
• Make recommendations to solve critical business problems.
• Monitor and analyze trainees’ performance and identify trends.

Skills

Proficiency in Mandarin

Proficiency in English

Analysis

Education

Bachelor’s degree or equivalent diploma

Job description

null

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.