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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Training & Quality Assurance Manager

Training & Quality Assurance Manager

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY
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We are looking for an experienced training and quality manager to devise our organizational training strategy, oversee its implementation and assess its outcomes. You will identify training and developmental needs and drive suitable training initiatives that build loyalty to the firm
This role will work across many departments to get employees up to speed in both their specific vertical, and the overall needs of the company.


Responsibility / Activity :

 

Training & Quality

  • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
  • Draw an overall or individualized training and development plan that addresses needs and expectations
  • Deploy a wide variety of training methods
  • Conduct effective induction and orientation sessions
  • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
  • Manage training budget
  • Provide opportunities for ongoing development
  • Resolve any specific problems and tailor training programs as necessary
  • Design of call monitoring formats and quality standards
  • Maintain a keen understanding of training trends, developments and best practices

 

Requirement :

  • Min. 7+ years of progressive experience in training development, adult learning and quality assurance.
  • COPC Or Six Sigma certified or Experieced implementing Training & Quality related processes.
  • Able to provide thought leadership in the training, content development and quality assurance space with knowledge in curriculum design, content delivery methods, learning principles, etc
  • Strong analytical and problem-solving skills - you enjoy digging into data and deriving insights and can coach others to do the same
  • Experience managing cross-functional projects with a strong track record of timely delivery and impact at scale
  • Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
  • Hands-on experience with project management and budgeting
  • Proficiency in Learning Management Systems (LMS)
  • Excellent communication and leadership skills

Perks & Benefits

  • Commission and bonus
  • Nearby public transport
  • Central location
  • Casual dress code
  • Free snacks / Happy hours
  • Regular team activities
  • Medical insurance
  • Work visa sponsorship
  • Personal leave
  • Open culture
  • Personal development opportunities

Job Location
30-01, The Integra Tower, Level 30, The Intermark, 182, Jalan Tun Razak, 50400 Kuala Lumpur Malaysia
Click to view the location on Google maps

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Company Overview

At the turn of the millennium, two young French entrepreneurs, Frederic Jousset and Olivier Duha, set out with the specific purpose of enabling and coaching consumers and brands to engage digitally. Webhelp was established. Through evolution and acquisition, today Webhelp is a 50,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services. We engineer customer experiences on behalf of some of the world’s most progressive brands and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company. Today the business is still led by its two founders, and their entrepreneurial spirit is woven deeply into the fabric of our culture. With a mission to “push the limits of customer experience and business process optimisation,” people are empowered and encouraged to push the boundaries. Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross 35 countries and more than 140 customer experience hubs. In the last four years alone, our revenues have grown by more than 250%. We achieved this by investing in our people and the environment they work in, and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions which meet the challenges of a now omni-channel world.

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Company Summary
Webhelp APAC
https://www.webhelp.com/en-us/
501-1000 employees
Call Center
Like Webhelp APAC
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