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Training Specialist and Quality Assurance

Training Specialist and Quality Assurance

TRANSCOSMOS (MALAYSIA) SDN. BHD.Kuala Lumpur Sentral Railway Station, Kuala Lumpur, Malaysia
20 hours ago
Job description

A. Position Overview

As a TQA (Quality Focused), you will play a dual-role as both a Training Specialist and Quality Analyst, ensuring that call centre agents are equipped with the right knowledge and consistently deliver high-quality service. You will design and deliver training programs, conduct quality monitoring, lead coaching sessions, and support continuous improvement initiatives. By integrating insights from performance trends and quality audits, you will directly influence agent development and customer satisfaction.

B. Key Responsibilities

Training & Development

Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills.

  • Conduct on-the-job training (OJT), nesting support, and regular skills assessments.
  • Customize learning plans based on QA insights and individual agent needs.

Continuously update training materials in collaboration with project teams and stakeholders.

Quality Assurance & Compliance

Monitor customer interactions to ensure compliance with Standard Operating Procedures (SOPs), customer service guidelines, and process standards.

  • Evaluate agent performance through regular call audits and provide constructive feedback.
  • Identify quality gaps and design corrective training or coaching interventions.

    • Act as the subject matter expert (SME) for QA within the assigned project.

    Coaching & Performance Management

    Deliver one-on-one and group coaching sessions to improve agent performance.

  • Develop personalized improvement plans to address skill or compliance deficiencies.

    • Partner with Team Leaders and Ops to track progress and align performance goals.

    Calibration & Collaboration

    Facilitate calibration sessions to ensure consistency in QA scoring and evaluation.

  • Collaborate closely with Operations, Training, and Client teams to maintain service excellence.

    • Analyze QA and training data to generate actionable insights and drive process improvements.

    Reporting & Continuous Improvement

    Maintain detailed records of training sessions, QA evaluations, coaching interventions, and outcomes.

  • Generate reports for internal and external stakeholders on performance, quality metrics, and training effectiveness.
  • Stay updated with industry trends, tools, and training methodologies to continuously improve program quality.

    • C.    Qualifications

  • Educational Background : Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience.
  • Experience : At least 1 year of experience as Trainer in call centre environment is required. Candidates with Six Sigma / COPC certification are highly preferred.

    • Skills :

    Proficiency in Microsoft products, especially Excel and PowerPoint

  • Strong understanding of Training frameworks, SOP compliance, and process improvement strategies
  • Excellent verbal and written communication skills in both Mandarin (Traditional) and English.
  • Ability to work under minimal supervision, multitask, and adhere to tight timelines and schedules
  • Results-driven with strong analytical abilities, attention to detail, and effective communication and interpersonal skills
  • Familiarity with QA and CRM tools (e.g., Zendesk, Salesforce, NICE) is a plus
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    Quality Assurance • Kuala Lumpur Sentral Railway Station, Kuala Lumpur, Malaysia