Specialist - Quality and Customer Experience and Learning and Development

About this role

The Role: * Responsible for ensuring high-quality customer interactions, monitoring performance, and implementing continuous improvement initiatives. * Supports staff development through training and coaching, while acting as a bridge between quality management and learning initiatives. The Responsibilities of the Role - Total Quality Management (TQM): * Analyzes problems, identifies alternative solutions and project consequences of proposed actions and implements recommendations in support of goals. * Responsible towards managing clients’ expectations in regard to quality framework, process design and implementation. * Identifies opportunities for improvement, develops recommendations and assists whenever relevant in the implementation of continuous improvement, corrective and preventive actions for the Customer Experience Team. * Responsible towards ensuring that set performance targets of the Specialist – Quality & Customer Experience are achieved on a regular basis. * Ensuring all monthly Quality Monitoring reports are accurate and sent to Clients and Operations Management within the set timelines. * Conducts quarterly, monthly, weekly and/or daily audits and feedback on the performance, integrity and quality of the output of Specialists – Quality & Customer Experience. * Evaluates effectiveness of quality improvement initiatives conducted within the project environment. * Works closely with project representatives to identify/resolve quality related issues. The Responsibilities of the Role - Learning and Development (L&D): * Ability to conduct Training Needs Analysis for respective projects/departments, in consultation with departmental heads, including assessment methods and measurement systems. * Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy, HR workshops etc.). * To assist in the delivery of products and/or services knowledge to staff, as and when required. * Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems/reports for measuring necessary aspects of staff training, development and effectiveness. * Monitor, measure and report on staff training and development plans and achievements within agreed formats and timescales. * Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements. * Maintain awareness and knowledge of up-to-date staff training and development theory and methods and provide suitable interpretation to Head of Dept and Clients. * Manage a team of trainers to perform and deliver to agreed targets and timelines, according to the needs of the organization. * Ensure all necessary processes & procedures are adhered to consistently and documented, compliant to audit requirements. E.g.: SCP & ISO. The Responsibilities of the Role - Operations: * To support and assist operations as and when required Skill Requirements: * Proficient in MS Office and Contact Centre related systems and applications. * Good command of speaking English, Bahasa Malaysia and Mandarin and written English, Bahasa Malaysia. Good command in written Mandarin will be a plus. * Typing speed of 50 characters or more per minute and familiar with MS Office. * Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, management, etc. * Dealing with and being able to communicate and adapt to different people and diverse personalities with a view to improving quality performance. * Multi-tasking and working around scheduled deadlines within a constantly changing and dynamic environment. * Prioritizing their daily tasks and responsibilities according to set and requirements. * Ability to ascertain training needs and initiate necessary action to fill gaps between expected and existing levels of knowledge and skills The Package : * Attractive Salary up to RM4,700 * Performance related bonus for confirmed staff. * Annual Leave 15 days. * Medical Leave 14 days. * Medical and hospitalization coverage. Experience Required : * Entry Level Location : * Kuala Lumpur, WP, Malaysia. Employment Type : * Full Time.