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Training and Quality Assurance Specialist
2 months ago
Shangri-La's Customer Engagement and Process Transformation Center (CEPT-KL) is seeking a highly motivated and skilled Training & Quality Assurance Analyst to join our team.
Job Summary:The Training & Quality Assurance Analyst will be responsible for conducting new hire training, ensuring a seamless transition from the training phase to independent Customer Service Executives, and developing and implementing the training strategy for CEPT operations.
Key Responsibilities:- Conduct new hire training covering all minimum skills and knowledge required for their positions.
- Ensure a seamless transition from the training phase to the point where staff become fully independent Customer Service Executives.
- Work with counterpart entities and ensure consistency in the delivery of all training needs.
- Develop and implement the training strategy for CEPT operations together with the Training & QA Asst. Manager/Manager.
- Conduct ongoing training and establish set performance thresholds.
- Create action plans for staff that fail to meet thresholds or demonstrate the required skills and knowledge.
- Implement ongoing training programs for the continuous development of staff on product knowledge, as well as career development.
- Assist the Training & QA Asst. Manager/Manager to identify training needs.
- Conduct QA evaluations and Participate and Drive Calibration sessions.
- Proficiency in both spoken and written English is a fundamental requirement.
- The ability to converse & write in Cantonese, Mandarin, Korean, Japanese, French, Arabic OR Italian will be an added advantage.
- Preferably min 3-year experience in call centre operations, training & development, travel agency or hotel reservations.
- Flexibility to work varying schedules when operational needs demand.
- Reservation/CRM System experience is an added advantage.
- Adaptability to changes and a strong sense of urgency.
- Capability to perform effectively under pressure and accomplish established objectives.
- Positive approach towards work, with the ability to collaborate within a team setting.
- Pleasant demeanour combined with outstanding communication and interpersonal aptitude.
- Enthusiasm for training and cultivating individuals' growth.
- Open to Malaysians only.
- Free stay at any of our Hotels globally (one of a kind in the industry)
- 5-day work week.
- Dental Care
- Earn an attractive monthly salary.
- Discretionary performance-based bonuses and incentives.
- Paid Training and career development opportunities.
- Socso, EPF, EIS and medical insurance coverage.
- Annual Preventive Health Screening.
- Annual Leave.
