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Training Supervisor
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
Education
- 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.
- 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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.