Training Executive (Call Centre / 1 Year Contract)

We are looking for a passionate and detail-oriented Training Executive/Specialist to support training delivery, onboarding, and service quality initiatives. This role involves conducting training and quality assurance activities to ensure agents deliver accurate, professional, and consistent customer experiences.

Key Responsibilities:

Training

• Develop and Design training programs training based on company/client needs.

• New Hire on-boarding

• Deliver on both skills and knowledge training staff

• Conduct refresher training where necessary

• Conduct training for Team Leaders on transaction monitoring.

• Recommend appropriate training, tools, and develop methods to ensure superior service delivery.

• Manage and maintain the corporate LMS platform

Service Quality

• Perform quality audits on omni channel customer transactions

• Align, review and improve internal quality standards and procedures.

• Calibrate transaction monitoring with assessors.

• Design and implement quality processes jointly with relevant business units.

• Perform checks on the efficiency and effectiveness of quality processes.

• Analyze audit data and customer feedback; work with business units to improve service quality.

• Contribute to the development of AI enable tools to support clients and projects

Job Requirements:

• At least 3 years’ experience in customer service related field or call centre environment.

• Candidate with ACTA/ACLP will be an added advantage.

• Demonstrate clear and effective communication, both written and verbal.

• Experience in quality assurance or similar capacity.