QA Coach & Trainer, MPC - Excellence Centre - APAC

Overview

• The position is responsible for facilitating and conducting training for the MPC EC Team
• The position is also responsible for the overall quality assurance program for the team
• The position will support the management team in setting overall strategic goals for the team and support in identifying areas of opportunities for the team
• The position will also assist in developing eLearning and localizing course materials
• The position will be part of the MPC EC management team
  
  

The trainer is responsible for facilitating and conducting training to the MPC EC team involving in-depth knowledge and working tools to manage investigations effectively and efficiently; the explanation of the Herbalife Member Rules of Road, Business Marketing Plan, the terms and conditions of the Herbalife Membership Application and Agreement and regulatory requirements, including their philosophies and application; the WOW training; and responding to queries regarding procedure. The trainer will also assist in developing eLearning and localizing course materials. Responsible for the onboarding of new staff on the above-mentioned trainings as well as assuring that the staff selected are being coached and developed. Provide coaching, monitoring, and coordinate the workflow of the team and activities to accomplish departmental metrics, operational efficiency, best practices, and quality service. Effectively utilize applicable databases, the internet, and internal and external sources to perform various systems and other research.

The trainer will perform the review of case files managed by the MPC EC team in order to ensure consistency and evaluate quality with procedures (inclusive of case file creation, communication, and timeline adherence) and at the same time will identify and recommend opportunities for process improvements and share the outcome to supervisors in order to improve staff's quality. Additionally, the trainer will highlight learning opportunities, prepare and maintain review records and scores, and submit recommendations to the applicable regional/home office management team, as well as perform coaching sessions and calibrations with the MPC team, home office QA team, and management for consistency. Apart from this, the trainer will need to work with WW/ Regional trainer team in maintaining localized training materials. Assist in developing, recording, and localizing eLearning courses to serve better to all staff. Develop regionalized training materials per the request of the supporting region/s and as the need arises. Stay abreast of changing technology and transfer applicable knowledge to the team.

Qualifications

Education

• Bachelor's degree or equivalent experience
  
  

Communication

• The position will communicate with all the MPC EC and HO and Regional team at all levels. Further, the role will work closely with the Regional and WW MPC Training Team.
  
  

Innovation

• The position requires some level of innovation and the trainer is expected to drive innovation within the department, seeking out process improvements and finding ways to always build it better.
  
  

Experience

• Previous experience as an MPC representative
• Thoroughly understand the MPC case file handling procedures.
• In-depth knowledge of Herbalife Sales and Marketing Plan
• Previous Training Experience
  
  

Additional Experience (but not essential):

• Experience working in compliance, investigation or legal-related fields
• Previous experience in a position of policies/guidelines bounded environment which requires resolving problems in a day-to-day operation
  
  

Essential Soft Skills:

• Critical Thinking
• Team Player
• Problem Solving
• Excellent Communication Skills
  
  

Essential Technical Skills

• Good understanding of the Microsoft Office package, especially PowerPoint.
  
  

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