Responsibilities
Manage, review and develop the QA scoring matrix, evaluation assessment and conduct deep analysis in order to provide insights to stakeholders on team performance
Organize and deliver classroom-style / online trainings about product features and customer service techniques as master trainer
According to the company's training needs, develop effective digital training material (e.g. videos and manuals / handbook)
Ensure effective learning and applicability understanding needs of trainees, develop and review training materials, enriching the contents including collecting feedback to continuously improve training courses.
Review and develop appropriate training methods or activities (e.g. simulations, mentoring on-the-job training, professional development classes)
Work closely with mentorship to ensure programmes and training courses are in sync and complementing each other for CS members
Requirements:
Minimum 4 years experience in Customer Service ; with at least 2 years experience in qa & training.
Bachelor’s degree / diploma in training & development, or similar capacity.
Prior CS experience with exposure to e-commerce or financial industry background is highly desirable.
Strong communication and interpersonal skills, and ability to work independently.
Excellent abilities in organization, coordination, and project management.
Familiar with various Microsoft Office Suites especially PPT.
Hold strong work ethics and abide by the company’s policies and procedures
Benefits
- Up to 20 days Annual Leave
- Festive Gifts
- Flexible Working Hours
- Overtime Meal and Transport Benefits
- Employee Growth Funding
- Group Insurance
- Regular Employee Bonding Events
- Attractive Annual Variable Bonus AND Quarterly Performance Incentives
Culture
- We foster our core values through active listening, caring, and supporting continuous improvement for all our staff members
- Experience the energetic working environment with multicultural staff members with varied skills and experiences
