Specialist – Total Quality Management (TQM) and Learning & Development (L&D)

Responsibilities:

Total Quality Management (TQM)

Analyzes problems identifies alternative solutions and project consequences of proposed actions and implements recommendations in support of goals.

Responsible towards managing clients expectations in regard to quality framework process design and implementation.

Identifies opportunities for improvement develops recommendations and assists whenever relevant in the implementation of continuous improvement corrective and preventive actions for the Customer Experience Team.

Responsible towards ensuring that set performance targets of the Specialist Quality & Customer Experience are achieved on a regular basis.

Ensuring all monthly Quality Monitoring reports are accurate and sent to Clients and Operations Management within the set timelines.

Conducts quarterly monthly weekly and/or daily audits and feedback on the performance integrity and quality of the output of Specialists Quality & Customer Experience.

Evaluates effectiveness of quality improvement initiatives conducted within the project environment.

Works closely with project representatives to identify/resolve quality related issues.

Assists clients in reviewing and establishing quality standards for Operations.

Conduct interview sessions for potential candidates for the project.

Learning and Development (L&D)

Ability to conduct Training Needs Analysis for respective projects/departments in consultation with departmental heads including assessment methods and measurement systems.

Design training courses and programs necessary to meet training needs or manage this activity via external providers (e.g. Academy HR workshops etc.).

To assist in the delivery of products and/or services knowledge to staff as and when required.

Plan develop and implement strategy for staff training and development establish and maintain appropriate systems/reports for measuring necessary aspects of staff training development and effectiveness.

Monitor measure and report on staff training and development plans and achievements within agreed formats and timescales

Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development and to ensure they are fully informed of staff training and development objectives purposes and achievements

Maintain awareness and knowledge of up-to-date staff training and development theory and methods and provide suitable interpretation to Head of Dept and Clients.

Manage a team of trainers to perform and deliver to agreed targets and timelines according to the needs of the organization

Ensure all necessary processes & procedures are adhered to consistently and documented compliant to audit requirements. E.g.: SCP & ISO

Operations

To support and assist operations as and when required

Skills Required:

Graduates from college or above related professional on electronically is preferred with background in Electronics communications economics management etc.

Proficient in MS Office and Contact Centre related systems and applications.

Good command of speaking English Bahasa Malaysia and Mandarin and written English Bahasa Malaysia. Good command in written Mandarin will be a plus.

Typing speed of 50 characters or more per minute and familiar with MS Office.

Possess exceptional customer service skills in handling calls emails chats and social media engagements.

Possess strong communication and interpersonal relationship skills.

Possess the ability to collate data analyze trends and basic problem-solving skills towards making appropriate recommendations for continuous quality improvement.

Demonstrates effective teamwork towards fostering constructive working relationships within intra and cross-functional teams.

Demonstrates strong presentation and mentoring skills.

The Package:

• Attractive Basic Salary - English & BM & Mandarin (RM4500- RM4700)
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.