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Manager, Training & Service Quality

Sinergia Talents Sdn BhdPetaling Jaya, Selangor, Malaysia

30+ days ago

Job type

Quick Apply

Job description

JOB SUMMARY :

To drive training and service quality excellence across our East Asia operations (Thailand, Malaysia, Singapore, Hong Kong, Japan).
You'll lead a team of 8-10 professionals, ensuring the Call Center and Claims Management teams deliver exceptional service and continuously improve.
This role blends strategic oversight with hands-on execution from conducting training and audits to coaching teams and driving performance improvements.

JOB RESPONSIBILITIES :

Team Leadership & Collaboration

Lead, coach, and inspire a team of training and quality professionals.

Partner with operations, customer experience, business excellence and compliance teams.

Deliver training on service excellence and quality standards.

Quality Performance Monitoring & Reporting

Conduct call audits and service quality assessments.

Track Quality KPIs, identify trends, and report insights to senior management & Workforce Manager

Drive continuous improvement in closed collaboration with team leads / operations managers

Quality Assurance

Develop and enforce QA policies and procedures.

Contribute to root cause analysis and identification of corrective actions, alongside CX team & Operations managers

Ensure compliance with internal and external standards

Training & Development

Design and deliver onboarding and ongoing training programs.

Facilitate role-plays, coaching, and mentorship initiatives.

Maintain training records and evaluate effectiveness.

In conjunction with business lead and HR, drive training gap analysis and requirement to ensure effectiveness and quality services delivered for all lines of business.

Clients & Internal Calibration

Support client audits and calibration sessions.

Ensure consistent evaluation standards across teams.

JOB REQUIREMENTS & QUALIFICATIONS :

Qualifications and Experience

Degree in Education, HR, or a related field.

5+ years in customer service, contact center operations, or training.

Previous experience in the assistance / insurance industry is a plus

Knowledge, Skills and Competencies

Proven team leadership and coaching skills.

Strong knowledge of customer service best practices.

Ability to work independently or under minimum supervisory

Ability to work and engage with senior stakeholders, provide / drive constructive meetings

Ability to work well under pressure, and escalate positively with potential solutions, when required

Excellent communication, interpersonal, and analytical skills.

Hands-on experience with QA tools and metrics.

Proficient in Microsoft Office; multilingual skills (Mandarin / Cantonese / Japanese) are a bonus.

Fluent English is a must

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Quality Manager • Petaling Jaya, Selangor, Malaysia

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