Quality & Training Specialist (Mandarin Speaker) - Kuala Lumpur, Malaysia - Zeal Group

Description

Job Description

• Ensure adherence to quality framework set by QT Manager based on the business

types/facts by coordinating across regions and stakeholders.

• Implement clear overall quality strategy with scalable process, tools and systems that allow

efficient monitoring of performance versus target.

• Access quality issues, conduct root cause analysis, recommend insights, develop

improvement plans, and collaborate with QT Assistant Manager to improve center quality
performance.

• Research and understand customer expectations and needs to drive their satisfaction by

coaching employees on observed opportunities on a weekly basis.

• Identify and develop individualized and group training plans to address varying needs.
• Effectively communicate updates and developments with team members, trainers and QT

leadership.

• Produce statistical reports and insights on quality performance.
• Calibrate on grey cases with stakeholders and QT leadership.
• Be responsible for the initial SOP setup, local language translation, system and process test

to meet the launch readiness requirements when business expands to new countries.

• Support consolidation of knowledge management by standardizing documentation to

capture centralized knowledge portal.

• Perform other adhoc duties as assigned.

Job Requirements

• Minimum of a bachelor's degree
• Excellent communication skills in both written and spoken
  English + Mandarin and good

presentation skills

• Experience in forex or financial services would be an added advantage.
• Previous experience in training delivery and quality assurance is preferred.
• Research, planning, organizing, time management and high level of administrative skill
• Problem solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Creative thinking skills and ability to address issues proactively
• Ability to take initiative, work independently as well as work flexible schedules / shift

hours when needed.

• Ability to organize, multitask and exercise time management
• Ability to consistently exercise discretion and judgment in creative endeavors.
• Ability to interact with people of diverse backgrounds; possess strong coaching and

feedback skills and a high level of attention to detail.

• Ability to accommodate various interpersonal and communication styles.
• Ability to simplify complex concepts
• Can-do attitude