Job Title:
Training & Quality Manager
Job Description
Training & Quality Manager
Job Description:
- Developing quality control procedures: Developing and implementing quality control processes and procedures that align with company objectives and industry best practices to ensure the highest level of service and client satisfaction.
- Monitoring communication channels: Monitoring and evaluating calls, chats, and emails between the Sales, Key Account Clients, and Key Account Partners teams and the company's clients/partners to ensure adherence to quality standards and compliance with company policies and procedures, and providing high quality of professionalism
- Providing feedback: Providing regular feedback and coaching to team members based on the monitoring and evaluation of their interactions with clients/partners, highlighting areas for improvement and acknowledging exemplary performance.
- Evaluating sales and retention processes: Evaluating the sales processes and procedures to ensure that they are effective and efficient and provide recommendations for improvements.
- Conduct audits: Conducting audits of calls records to ensure that they are complete, accurate, and meet the company's quality standards.
- Report quality metrics: Developing and reporting quality metrics to the Operations Manager and other senior leaders to help identify areas for improvement and track progress over time.
- Analyzing data: The Quality Control specialist is responsible for analyzing data and using statistical analysis tools to identify quality control issues and trends. Preparing and presenting periodic reports on the quality of team interactions, identifying trends and areas for improvement to senior management.
- Training Implementation: Design and implement training programs for new hires and ongoing employee development.
- Training Management: Conduct training sessions on company policies, trading platforms, compliance, and customer service.
- Training Development: Evaluate the effectiveness of training programs and make necessary adjustments. Develop training materials, manuals, and e-learning modules.
- Team Leadership: Supervise and mentor the quality control and build the training team. Set performance goals, monitor progress, and provide feedback.
- Knowledge Base Maintenance: Keep both internal and external knowledge bases up to date, improve content and add new articles based on client's/employees requests.
- Performing any other duties and responsibilities as assigned by the Operations Manager.
Location:
MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO
Language Requirements:
Time Type:
Full time
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