Overview
POSITION SUMMARY STATEMENT:
The Training and Quality Specialist is a key role within our Kuala Lumpur GBS, responsible for developing and implementing comprehensive training programs and quality assurance processes that ensure exceptional customer service and operational excellence in full alignment with the global Herbalife GBS standards. The position play a pivotal role in enhancing the capabilities and performance of our call centre operations and overall APAC GBS.
This position requires a strategic thinker with expertise in training design, quality monitoring, and performance analysis, coupled with strong interpersonal talent, communication, and problem-solving skills. The ideal candidate will be adept at collaborating effectively with cross-functional teams, and maintaining a high standard of customer focus.
DETAIL RESPONSIBILITIES:
- Create comprehensive training plans that address the specific skill gaps and development needs of various roles within the call center and broader GBS environment.
- Implement diverse training methodologies to cater to different learning preferences and maximize knowledge retention and application.
- Lead interactive training sessions that capture the attention of participants, ensuring they gain practical skills and knowledge applicable to their roles.
- Develop robust quality assurance frameworks that set clear expectations and benchmarks for performance, ensuring consistency and excellence in service delivery.
- Create comprehensive monitoring plans that include regular assessments and evaluations of agent performance to ensure adherence to quality standards.
- Leverage advanced tools and software to systematically monitor and evaluate call center interactions, providing actionable insights for continuous improvement.
- Examine key performance indicators and data to detect patterns and insights that can inform strategic decisions and improvement initiatives.
- Compile thorough analytical reports that highlight performance trends, issues, and recommendations, presenting them clearly to senior management for informed decision-making.
- Provide leadership and mentorship to team members, fostering their professional growth and ensuring they are equipped to perform at high standards.
- Cultivate a positive and motivating work environment that encourages team members to excel and reach their full potential.
- Ensure that all training and quality programs are designed to meet the specific requirements of the customer base and local service providers, driving customer satisfaction.
- Focus on strategies and practices that enhance the overall customer experience, ensuring that interactions are positive and meet customer expectations.
- Collaborate seamlessly with various departments to ensure alignment and support for training and quality initiatives.
- Develop strong interpersonal relationships within the organization, promoting a collaborative and supportive work environment.
- Remain flexible and responsive to evolving business requirements, adjusting strategies and plans as necessary.
- Actively seek and incorporate feedback from team members and stakeholders to enhance processes and outcomes continually.
- Ensure effective and consistent communication throughout the team and encourage feedback and member insight to enhance the member experience
- Foster open communication channels within the team, encouraging input and insights that can improve overall service delivery and member satisfaction.
- Design and implement programs that respect and address the diverse cultural backgrounds of employees, ensuring inclusivity and effectiveness.
- Advocate for and implement practices that support a diverse and inclusive work environment, recognizing the value of varied perspectives and experiences.
- Keep up to date with legal and regulatory developments that impact the call center industry, ensuring all practices remain compliant.
- Implement and enforce training and quality assurance protocols that meet all legal and regulatory requirements, mitigating risk and ensuring compliance.
SUPERVISOR / MANAGER RESPONSIBILITIES:
- No manager responsibilities
Qualifications
REQUIRED QUALIFICATIONS:
Skills:
- Flexible, well-organized with excellent time-management skills
- Effective leadership and analytical skills, including working knowledge of staffing models, scheduling, and telecom opportunities.
- Strong communication skills to communicate effectively with senior executives and other business units to form strong cross org and cross-enterprise-wide relationships.
- Excellent problem-solving skills.
- Able to maintain a positive attitude, handle issues positively and establish rapport with distributors while maintaining professionalism.
- Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
- Strong negotiation, interpersonal, written, and oral communications skills including statistical report writing.
- Computer Skills: Microsoft Outlook and Word with advanced Excel skills.
Languages:
- Local language a must
- Communication skills in English is highly preferred.
- Cantonese a plus
Experience:
- At least 1 - 3 years of experience with 1-2 years of Training experience, preferably in direct selling or Customer Service and / or Sales, Marketing environment (e.g., Hospitality, courier services, banking, airline)
Education:
- Bachelor's degree or above.
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