Manager, Customer Care (Training & Quality)

Industry

General

Advert ID

273F5D3E-28FE-4F79-9FC0-7D44E362CA96

Location

Kuala Lumpur

Job Type

Contract

Hours

Full Time

Salary Range

No. of Openings

1

Branch Information

Malaysia HQ Branch Manpower Staffing Services (Malaysia) Sdn Bhd Suite 20.01, Level 20 Centrepoint South The Boulevard, Mid Valley City Kuala Lumpur , Kuala Lumpur - 59200 Phone : +603 2087 0000

ContactNumber

+603 2087 0000

Job Description

Job Description:
We are looking for an experienced manager to devise our
departmental training strategy, oversee its
implementation and assess its outcomes. You will
identify training needs, recommend them and drive
suitable training initiatives that to the department,
together with a team of trainers. You will also ensure
quality of services/support rendered is of Razer’s
standards.
TRAINING
 Manage a team of account dedicated trainers based
on vendors’ locations.
 Own the relationship with 3rd party trainers and
direct activity in accordance with objectives
 Works with trainers to address learning issues,
instruction problems, or new training needs
regarding specific processes for different
departments
 Design or recommend, and monitor training
programs and manuals to evaluate effectiveness,
success and ROI periodically and update to CA
management.
 Schedules training sessions, organizes information
technology and other equipment, and manages
training schedule
 Reviews existing training materials to determine
appropriateness and relevance
 Modifies or creates course materials and training
manuals to meet specific training needs
 Develop feedback system for training department
for improvement initiatives
 Work closely with training team and other internal
CA teams to build up LMS and help in its
content/training program management
 Deploy a wide variety of training methods
 Maintain a keen understanding of training trends,
developments and best practices
QUALITY
 Provide leadership for the vendor’s QA process
driving for continuous improvement of the overall
program resulting in improved quality and accuracy
of our customer interactions by identifying trends
and trouble spots, capturing the voice of the
customer and recommending appropriate actions
based on valid QA data
 Facilitate Bi-monthly/quarterly calibration sessions
ensuring that the QA Review/Scoring process is
completely understood and calibrated.
 Provide QA results/feedback to Customer Care
leadership on a regular basis to enable effective
feedback & coaching
 Acts as point of contact for all QA related activities
and QA KPIs from agent-level up to program-level

Requirements:
 Degree in education, human resources or
relevant field
 Minimum 5 years of appropriate contextual
and/or training experience; or equivalent
combination of education, training and
experience
 Proven track records in managing training
programs internally and externally with vendors.
 Proven track records in managing quality
programs internally and externally with vendors.
 Proven work experience as a Training Manager,
Trainer or similar role
 Language Skills: Fluent English
 Proficient in MS Office applications.
 Strong writing and content creation skills.
 Knowledge of web-based learning platforms and
modern educational techniques i.e. LMS.
 Experience in developing course content
 Effective communication and leadership skills
 Ability to lead, guide and motivate staff to
achieve desired results
 Ability to establish and maintain effective
working relationships with co-workers,
managers and clients
 Ability to work in a team environment
 Ability to work under pressure
 Ability to multi-task and at the same time, has a
good attention to detail.
 Eager to learn new technologies, products and
programs
 Previous customer support experience definitely
a plus.
 Gamers welcomed.