QA & Trainer
Job Responsibilities:
Ability to coordinate with multiple parties and stakeholders, and take lead in training, development and QA initiatives that cater to these stakeholders’ needs and requirements on a timely manner.
Work closely with stakeholders and different managers to plan, assess and develop or design tailored training programs for all employees to improve individual and team performance.
Deliver engaging, interactive, and results-driven training sessions in various format (in-person, virtual, e-learning).
Identify skill gaps by conducting needs assessments, analysing performance data, and gathering feedback from stakeholders.
Prepare weekly training reports/evaluations of the training on a timely basis.
Maintain and develop internal quality standards.
Assess support interactions (calls, email, chat messages) based on established quality standards.
Accompany evaluations with meaningful and constructive feedback.
Analyse all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
Participate in calibration sessions to maintain consistency in internal evaluations.
Map the need for training and onboarding programs and initiate these projects.
Create reports that reflect agent performance.
Perform any ad-hoc tasks assigned by superior.
Job Requirements:
Minimum of 5 years hands-on experience in customer service and quality assurance with Fintech or similar industry would be ideal.
Great communication skills and ability to provide constructive feedback.
Good organizational skills and knowledge of goal-setting practices.
Problem-solving capabilities to create meaningful strategies to improve support quality.
Excellent working knowledge on Salesforce or CRM would be an advantage.
Fluency in English and Mandarin (both spoken & written) is a must to effectively communicate with Mandarin-speaking clients.