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Training & Quality Specialist – BPO
Canaan Communication & Technologies Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionMonitor calls, chats, or emails to ensure compliance with process guidelines and client expectations. Evaluate agent performance based on defined quality parameters and share regular feedback. Identify quality trends and work with team leaders to improve service delivery. Conduct root cause analysis for errors and recommend process improvements. Prepare quality reports and dashboards for internal and client review. Graduate in any discipline. 2–3 years of experience in Training and / or Quality in a BPO or contact centre environment. Strong facilitation and coaching skills. Hands-on experience with QA tools and call calibration practices. Proficiency in MS Office (Excel, PowerPoint, Word). Experience handling international voice or non-voice processes. Knowledge of Six Sigma, COPC, or other quality frameworks (certification is a plus). Exposure to Learning Management Systems (LMS) and e-learning tools. Excellent communication and interpersonal skills Analytical thinking and attention to detail Coaching and mentoring ability Adaptability and result orientation Strong documentation and reporting skills Health insurance Opportunities for promotion Professional development How long is your notice period ?
Job Summary :
We are looking for a highly motivated Training & Quality Specialist to support our BPO operations by enhancing agent performance through effective training programs and robust quality assurance practices. The ideal candidate will be responsible for facilitating employee development and ensuring high-quality customer interactions that meet client standards and KPIs.
Key Responsibilities :
Training Responsibilities :
- Conduct new hire training, and ongoing refresher training for BPO agents.
- Evaluate training effectiveness through assessments, floor performance, and feedback.
- Collaborate with operations and clients to update training content as per process changes.
- Maintain training documentation including SOPs, manuals, and training calendars.
- Identify learning gaps through performance data and recommend targeted training interventions.
Quality Responsibilities :
Requirements :
Preferred Qualifications :
Key Competencies :
Job Types : Full-time, Contract
Contract length : 12 months
Pay : RM4, RM5,000.00 per month
Benefits :
Application Question(s) :
Work Location : In person
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Quality Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia