全职 QA - Trainer 工作, 薪水 up to MYR 7,000, Phoenix House Federal Territory 公司招聘中 - Ricebowl

Job Responsibilities:

• Ability to coordinate with multiple parties and stakeholders, and take lead in training, development and QA initiatives that cater to these stakeholders’ needs and requirements on a timely manner.
• Work closely with stakeholders and different managers to plan, assess and develop or design tailored training programs for all employees to improve individual and team performance.
• Deliver engaging, interactive, and results-driven training sessions in various format (in-person, virtual, e-learning).
• Identify skill gaps by conducting needs assessments, analyzing performance data, and gathering feedback from stakeholders.
• Prepare weekly training reports/evaluations of the training on a timely basis.
• Maintain and develop internal quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Analyze all ustomer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Map the need for training and onboarding programs and initiate these projects.
• Create reports that reflect agent performance.

Job Requirements:

• Minimum of 5 years hands-on experience in customer service and quality assurance with Fintech or similar industry would be ideal.
• Great communication skills and ability to provide constructive feedback.
• Good organizational skills and knowledge of goal-setting practices.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Excellent working knowledge on Salesforce or CRM would be an advantage.
• Fluency in English and Mandarin (both spoken & written) is a must.

Pay: RM5,000.00 - RM7,000.00 per month

Work Location: In person