Training Supervisor - KL

Main Requirements:

• Bachelor’s degree or equivalent diploma in any discipline
• Candidate must be able to work on rotational shift (3 shift / 5 working days)
• Minimum 1 years’ experience as QA in call center
• Must be proficiency in Mandarin & English in terms of written, reading and speaking
• Able to start work immediately is preferred.

Key Responsibilities:

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct evaluations to identify areas of improvement
• Monitor, analyse & audit trainees’ performance and call out any unusual trends
• Identify training needs by working with operations team and QA