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Manager, Training & Service Quality

Manager, Training & Service Quality

Sinergia Talents Sdn BhdPetaling Jaya, Selangor, Malaysia
30+ hari lalu
Jenis pekerjaan
  • Quick Apply
Penerangan pekerjaan

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
    • Buat amaran kerja untuk carian ini

    Quality Manager • Petaling Jaya, Selangor, Malaysia