Hiring For Training & Quality Coordinator (TQC) | BPO - Travel Project in Kuala Lumpur

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  Description - 

  
  


• 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.


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  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


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  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


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  Needs Analysis

  
  


• Collects data using various types of methodologies – employee surveys, interviews, focus groups, call monitoring sessions


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  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


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  Scheduling

  
  


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


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  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.


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  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.


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  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: demonstrate effective time management, prioritization, and follow-through


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  Job Requirements:

  
  


• Candidates with T&Q, leadership experience are welcome to apply


• Mandatory language: English


• 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


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• 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

Apply Now Hiring For Training & Quality Coordinator (TQC) | BPO - Travel Project in Kuala Lumpur