Executive - Training & Call Monitoring (Customer

**Main purpose of the job**:To identify the required knowledge, skills and abilities of the staff in the organization, that are needed to perform their jobs effectively and organize high-quality training programs to meet these needs successfully and also to trace and monitor inbound/outbound call quality to ensure consistently outstanding service at all time.- Work closely with the Department Head or Group Head to devise training plans and revise it from time to time as required.- Conduct training needs analysis/identification (TNA/TNI) to assess the relevant training needs for employees in the organization- Conduct training for new and existing staff in order to improve on service level.- Conduct call monitoring dand compilation for front liners to improve on call quality.- Support to manage the development, review and maintenance of all policies, work procedures, processess, standard and guidelines to ensure compliance.- Plan, organize, design and develop training program modules to enable standardization of content delivery across the Company.- Deliver high-quality, effective presentations to enable knowledge, skills and ability acquisition & enhancement as required by the job in the organization.- Support to develop, evaluate/measure training programs to ensure its effectiveness.- Identify, select and manage external training providers to deliver required training for officer level and below.- Report on activities and performance to the superior as required by organization's planning & reporting system.- Help to manage and arrange all training and development programs in the Company when required.- Develop self, and maintain knowledge in the area of specialization/relevant field at all times- Help to track and maintain departmental reports and records, collects statistical data for administrative and/or quality improvement purposes.- Performs other job functions as and when required.**Job Requirement**:- Bachelor Degree in any related discipline.- A minimum 1 year direct experience in Contact Centre Operation is required for this role.- Good communication and excellent interpersonal skills.- Strong analytical skills and able to work under pressure.- Job Location: Bangsar South (HQ) office.