Job vacancy Training & Quality Assurance Specialist

EPS Malaysia - Recruitment & Outsourcing Agency
Suite 2A-11-1, Level 11, Block 2A, Plaza Sentral, Sentral, Jalan Stesen Sentral 5, 50470, Kuala Lumpur
  +60 3-2268 2888

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Job Type
Job Status
Full Time
24 October, 2020
Job Title

Training & Quality Assurance Specialist

Job Location
Job Presentation
Training & Quality Assurance Specialist Posting Date : 23 Oct 2020 | Close Date :21 Jan 2021 

Client Background: MNC

Industry: Provide services for direct transactions in the international foreign exchange market. Brokerage Firm.

Location: Kuala Lumpur

Headcount: 5

Tenure: Permanent ( Base on working permit)

Remuneration: Basic + Allowance


Training Responsibilities:

  • To provide new hired staff with training within their probation period
  • To design training program and improve existing training programs if it is necessary
  • To design training materials such as hand book, calculation tasks and to make corrections in existing training materials if it is necessary
  • To design topic exam papers and to make corrections in existing exam papers if it is necessary
  • To schedule and conduct seminars with confirmed employees
  • To schedule and conduct trial assessments for newbies
  • To track the assessment performance of the staff
  • To schedule and conduct confirmation assessments for newbies
  • To track the assessment performance of the staff
  • To track the assessment performance of the staff to finalize average scores for salary increment
  • To schedule and conduct assessments for confirmed employees
  • To make an analysis of staff seminar and assessment performance
  • To prepare performance and confirmation report of new hiring staff
  • To Provide opportunities for ongoing development

Quality Assurance Responsibilities:

  • To monitor inbound and outbound all clients` communication channels according to the QA template
  • To verify customer service results by measuring skills in use of product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of communication channels
  • To provide feedback and coaching to support on daily/weekly/monthly basis
  • To coordinate with Team Leaders to arrange a schedule for coaching of the team
  • To coordinate with Knowledge Manager and Team Leaders in improving the quality of company's services/products
  • To work with Training Manager to evaluate and recommend alternative methods of chat/email/call monitoring
  • To use all available reports to compile and track performance at department, team and team member level
  • To prepare and analyze internal quality reports to QA Leader/Manager
  • To Identify training needs by evaluating strengths and weaknesses


Required Knowledge:

  • Company product in all details
  • Basic Technical knowledge
  • Company legal documents in details (client agreement etc.)
  • Internal company regulations and procedures in details
  • All possible cheating schemes and their monitoring procedures
  • Company brand book and brand violation policy
  • Company PR policy
  • Company current strategic plans and goals

Required Skills:

  • Strong communication skills
  • Coaching and feedback skills
  • Interpersonal skills
  • Organizational and time management skills
  • Problem solving skills

Sub Specialization : Others;Any Type of Employment : Permanent Minimum Experience : 1 Year Work Location : Kuala Lumpur Salary Range : RM5k-7k
Valid Till
21 Jan, 2021 (55 days left)

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