Training and Quality Analyst

Location: KL Sentral, Kuala Lumpur/Kelana Jaya, Selangor

Language: English (preferably Filipino candidates)

Specialization: E-Commerce

Type: Full-time

Shift: 24/7

Target Onboarding Date: ASAP

Salary Range: 5,500 - 6,500MYR

Job Description:

We are seeking a diligent and detail-oriented Training and Quality Analyst to join our dynamic team specializing in E-Commerce operations. As a Training and Quality Analyst, you will be responsible for ensuring that our team members are equipped with the necessary skills and knowledge to deliver exceptional service while maintaining high standards of quality.

Key Responsibilities:

1. Develop and deliver training programs for new hires and existing team members, focusing on E-Commerce operations, customer service techniques, and company policies and procedures.


2. Conduct regular assessments and evaluations to measure the effectiveness of training programs, identifying areas for improvement and implementing necessary adjustments.


3. Collaborate with department managers to create and update training materials, manuals, and resources, ensuring accuracy and relevance.


4. Provide ongoing coaching and feedback to team members to support their professional development and enhance performance.


5. Monitor and analyze quality metrics, such as customer satisfaction scores, response times, and resolution rates, to identify trends and opportunities for improvement.


6. Conduct audits and quality assurance checks on customer interactions, including phone calls, emails, and chat conversations, to ensure compliance with company standards and regulatory requirements.


7. Generate comprehensive reports and insights based on quality data analysis, highlighting areas of strength and areas needing improvement.


8. Work closely with stakeholders to implement corrective actions and process enhancements based on quality assessment findings.


9. Stay updated on industry trends, best practices, and emerging technologies related to E-Commerce and customer service, incorporating relevant knowledge into training programs and quality assurance processes.


10. Maintain a high level of professionalism and confidentiality in handling sensitive information and customer interactions.

Qualifications:

1. Bachelor's degree in Business Administration, Communication, or a related field.


2. Minimum of 2 years of experience in training, quality assurance, or a similar role, preferably in the E-Commerce industry.


3. Excellent verbal and written communication skills in English; proficiency in Filipino is preferred.


4. Strong analytical skills with the ability to interpret data and generate actionable insights.


5. Demonstrated ability to develop and deliver engaging and effective training sessions.


6. Detail-oriented with a focus on accuracy and quality.


7. Proven track record of driving continuous improvement initiatives and achieving performance targets.


8. Ability to work independently as well as collaboratively in a fast-paced, 24/7 environment.


9. Familiarity with customer relationship management (CRM) systems and quality monitoring tools is an advantage.


10. Flexibility to work rotating shifts, including weekends and holidays, as needed.

If you meet the above qualifications and are eager to contribute to a dynamic team in the rapidly evolving E-Commerce industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter detailing your relevant experience and why you are interested in this position.