• Job Description

  Req#: 5922

  Malaysia | | Training & Quality Coordinator (TQC) | BPO - Social Media Project

  Majorel Malaysia, Suite 27-11, Level 27, GTower,, Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia Req #5922

  Monday, January 29, 2024

  We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

  Job Requirements:

  • Candidates with T&Q, leadership experience are welcome to apply
  • Mandatory language: English, Mandarin will be advantage
  • Bachelor’s Degree in any field
  • Background and experience in Instructional Systems Design
  • Proficiency in using Microsoft Office Products
  • Demonstrated leadership, problem solving, communication and facilitation skills

  Overall Responsibilities:

  • Quality assurance data gathering and reporting
  • Designs & develop training sessions, revises development schedules to meet business needs and ensure availability of appropriate resources
  • Provide new hire and product training as required.
  • Ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.
  • Participate and conduct monitoring and calibration sessions with training, operations and quality teams and/or clients to collect feedback. Demonstrate initiative and contribute to improving performance based on findings during calibration sessions.

  Staffing

  • Evaluates and recommends necessary staffing support to operate the Training, QA and Content/Change Management business units
  • Provides on the job training to core team members
  • Continually evaluates and offers recommendations in order to improve performance.
  • Manages, develops and provides effective feedback to staff

  Project management

  • Plans, organizes and manages training, QA and pilot programs
  • Interfaces with client and/or account management teams to determine training requirements, customer confidence and satisfaction levels
  • Provides feedback regarding customer issues or concerns with documentation, or training requirements
  • Establishes and maintain a network of alliances, training society’s and vendors to identify alternate training design and delivery mechanisms
  • Communicates and works with all internal departments to accomplish project goals
  • Ensures QA metrics and ratios are maintained

  Needs Analysis

  • Collects data using various types of methodologies – employee surveys, interviews, focus groups, call monitoring sessions
  • Determines gaps in employee proficiency levels
  • Analyzes and identifies all resources such as vendors for new solutions, training materials, methods, techniques and makes recommendations for use

  Training Design and Development

  • Designs training sessions
  • Develops and organizes concise training content utilizing appropriate methodologies
  • Develops and revises development schedules to meet business needs and ensure availability of appropriate resources

  Scheduling

  • Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.

  Quality Assurance Data Gathering and Reporting

  • Sample and evaluate end-user transactions (i.e. telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.
  • Report results of evaluations to appropriate Quality/Operations stakeholders (i.e. Quality Leadership and Account Management) on a weekly and monthly basis.

  • Provide new hire and product training as required by business unit training programs in each site assigned.
  • Participate and conduct monitoring and calibration sessions with training, operations and quality teams and/or clients to collect feedback. Demonstrate initiative and contribute to improving performance based on findings during calibration sessions.

  Evaluation
  

  • Track, coach and provide performance feedback on the core competencies for trainers and QA team members in accordance with the performance requirements for the assigned program
  • Utilize company prescribed methods to evaluate, score and track performance based on business and program objectives.
  • Manage and develop training programs based on student, course, and management evaluation system to be used as a foundation for continued improvement.

  Leadership

  • Develop positive professional relationships with business unit operations management, quality assurance and clients to support identifying program performance needs and requirements
  • Interface with clients on visits to centers.
  • Communication: effectively communicate and listen
  • Coaching: provide and accept effective coaching and feedback
  • Meetings: d emonstrate effective time management, prioritization, and follow-through

  Other details

  • Job Family Training/Quality
  • Pay Type Salary

  Apply Now

• About the company

  Majorel is an international service company, specializing in customer experience and business process outsourcing and more than 50,000 employees.

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