Malaysia| Training and Quality Coach (Mandarin)

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Position Summary:

The Quality Coach provides support and Interaction monitoring support (as applicable) for a program or a vertical account either within a site and/or across multiple locations. This incumbent will conduct both Process Level and/or Agent Level contact Interactions between a Contact Center Representative and our client’s End User. This individual is responsible for the accuracy of evaluations, interaction assessment. Additionally, this individual contributor influences agent development through effective coaching and development. The Quality Coach is responsible for the proactive identification of agent level performance related opportunities by Interaction Monitoring Results. A Quality Coach is also responsible for agent level action planning, quality presentations and agent training on Quality-Related topics. Responsible for the delivery of both Majorel and program specific new Hire and Continuing Education Training.

 

Overall Responsibilities:

  • Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees including troubleshooting.
  • Participate and contribute to company projects and developmental meetings.
  • Coach agents on a daily, weekly and monthly basis to Quality improvement
  • Conduct Supervisor Interaction Audits
  • Conduct Process and Agent Level Interaction Monitoring
  • Ensure consistent application of the quality process/system.
  • Attend and/Facilitate Client Calibration or monitoring sessions.
  • Facilitate Quality training and/or initiatives
  • Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.
  • Monitor agent quality on a daily, weekly, and monthly basis
  • Develop and maintain quality reports at agent, team, and call center level
  • Assist in developing and streamlining Quality procedures.
  • Provide written and verbal feedback to agents on all completed evaluations.
  • Attend Calibration Sessions
  • Delivers new Hire and Continuing Education Training to all agents assigned to program
  • Handle End User Interactions as required
  • Perform any other ad-hoc duties as assigned

 

Job Requirements:

  • Excellent oral and written communication skills, in English in Mandarin
  • Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
  • Team-oriented, self-motivated, performance-oriented, detailed oriented and excellent organization skills
  • Ability to manage and develop a team across multiple sites, virtual team experience
  • Ability to build rapport and work effectively with all levels of management and clients.
  • Understand and comply with all company and departmental rules and regulations, policies and procedures
  • Must have the ability to perform basic math skills
  • Strong knowledge of the applicable client account is required
  • Proven Past Performance Associated With Current Quality guidelines
  • Works well under pressure.
  • Has a desire to assist others to reach personal goals.
  • Flexible to work any shifts within department hours of operation.

 

Education/Experience Requirments:

  • 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred
  • 2 - 4 Years of relevant call center experience
  • High school diploma or equivalent work experience required
  • Required time of continuous service in current position (generally six months unless otherwise specified based on business needs)
  • A rating of successful or above on the most recent performance review
  • No documented disciplinary action in the last six months

 

 

Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too. 

[[customQuickApply]]87742Arvato Digital Services LLC - Arvato CRM USA 

Date: 
Location: 

Kuala Lumpur, 14, MY, 50400


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