Malaysia | Moderation Project | Training and Quality Manager (TQM) - BPO
Majorel
- Kuala Lumpur
- Permanent
- Full-time
- Non-program specific training (Soft skills, efficiency)
- Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
- Trends analysis (Analyzing quality reports and call center data to determine training needs and opportunities)
- Project Manage/Drive Continuous Improvement Initiatives.
- Performance benchmarking (Determine levels of performance for comparison purposes)
- Training documentation (develop supplemental training material, develop training material for initiatives not documented by client, ensure compliance with Vendor Total Quality Plan)
- Support client trainers (Cooperation and mutual support for client provided trainings)
- Develop and maintain strong working relationships with and attend stakeholder meetings (Exchange of knowledge, experience and know-how)
- Ensure facilitation and coordination of calibration process and sessions (both internal/external)
- Create, conduct and score skills assessments
- Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans
- Schedule and execute trainings in close cooperation with the Account Managers
- Provide train-the-trainer support for subject matter experts who are assigned to program training in their departments
- Ensure unified training and quality standards across the programs
- Understand and enhance performance of KPI (Key Performance Indicators)
- Develops and implement operational standard and uniformity including the sharing of best practices
- Prepares cost estimates and develops proposals for changes requested that affect operations
- Entrusted for strategically developing the contact centers for the future (technology, strategy, processes)
- Manage assigned resources to include: Plan, direct and supervise the work activities of the quality and training teams.
- Create and analyze quality reporting to support business needs and initiatives.
- Provides recommendation and resources to support any quality gaps for product, client or internal drivers.
- Validate and verify data collection procedures and formats.
- Conduct end to end process audits for key support processes within each account
- Attend/Facilitate client Calibration or monitoring session.
- Implementing Customer Operations Performance Center metrics and other quality initiatives.
- Provide leadership and guidance for Quality Assurance team.
- Maintain a measurement system to determine Return on Investment on quality.
- Establish and drive tactical and strategic QA plans and initiatives.
- Supports other programs and projects by sharing best practices, experiences and know-how
- Coordinates with Account Managers to interface quality assurance issues.
- Conduct orientation sessions and arrange on-the-job training for new Trainers
- Ensure all changes to processes are communicated, documented and implemented through established methodology and communicated to operations.
- Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements
- Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
- Develop and Manage testing and evaluation procedures.
- Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
- Develop and organize training manuals, multimedia visual aids, and other educational materials.
- Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
- Analyze training needs to develop new training programs or modify and improve existing programs.
- Review and evaluate training and apprenticeship programs for compliance with government standards.
- Train instructors and supervisors in techniques and skills for training and dealing with employees.
- Coordinate established courses with technical and professional courses provided by community schools and designate training procedures.
- Ensure accurate and complete Financial management for self and department
- Attends all appropriate training meetings including internal/external account
- Conducts Client and Internal Presentations for programs including business reviews.
- Coordinates and Maintains Training Delivery Calendar and work assignments for Trainers including ramp plans, room, trainer and other resource requirements.
- Provides program specific training to support staff as needed.
- Conducts Analysis of Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
- Consults with internal customers and develops custom courses to meet specific business needs
- Successfully Completes all required training including program specific, organizational and training manager development content, as required
- Ensures that all issues and requests for service are processed correctly and in a timely manner
- Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
- Demonstrates a strong customer service orientation and takes task ownership
- Creates a positive impression of Majorel service and client, through words and actions
- Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary.
- Monitor student progress throughout duration of training, providing coaching and developmental feedback.
- Oversees Learner process and Progressive Discipline or Performance Management during training cycle including in class and a-bay.
- Coordinates transition of students from training to work environment, ensuring competency levels are sufficient.
- Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
- Work closely with Instructional Designer or Training Manager (internal or client) to develop classroom delivery strategies including multi-media preparation.
- Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
- Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
- Willingness to travel as required
- Transfer Form & Updated Resume are mandatory. Only completed application will be processed.
- 5-6 Years of relevant management experience (managing training and quality teams)
- COPC or Six Sigma Black Belt desirable
- Must have strong background and knowledge in Quality assurance & Training areas.
- Experience in managing QA initiatives.
- Knowledge of adult learning styles
- Background and experience in Instructional Systems Design
- Proficiency in using Microsoft Office Products
- Proven ability to manage people, processes, and technology across multiple sites and virtually.
- Strategic thinker and strong analytical skills.
- Excellent understanding and QA principles.
- Client Relationship exposure.
- Experience with developing a QA team in a call center environment.
- Possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
- Ability to influence and motivate others.
- Superior written and verbal communication skills and presentation skills.
- Excellent leadership and developmental skills
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
- Strong knowledge of call center software, technology and key indicators.
- Excellent organizational skills and exceptional follow through discipline
- Strong leadership skills
- Excellent presentation skills.
- Analyze problems, detect root causes and resolve all issues
- High internal customer focused orientation
- Excellent Time Management
- Planning / organizing / prioritizing skills
- Excellent written & spoken English
- Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
- Interpersonal skills
- Achievement orientation
- Good coordination skills
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities.