Skills |
Technical Skills | - Proficiency in learning management systems (LMS), quality monitoring tools, and other relevant technology platforms.
- Six Sigma Professional
- Well-versed with DMAIC – process improvement methodology
- Have completed at least 1 Green-Belt project as project lead.
- Well versed with advance functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
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Process Specific Skills | Training Program Development: - Collaborate with stakeholders to identify training needs and objectives.
- Design and update training materials in alignment with organizational goals.
- Conduct engaging training sessions and monitor participant progress.
- Provide timely feedback and coaching to enhance performance.
Quality Assurance and Performance Management: - Develop robust quality assurance frameworks to evaluate service delivery.
- Regularly assess performance and identify areas for improvement.
- Implement corrective actions to address identified deficiencies.
- Generate and present performance reports to relevant stakeholders.
- Planning and execution of projects; managing process improvement initiatives and idea generation / evaluation.
- Support Business decision with data analytics - add value to process with continuous improvement.
- Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking.
- Managing QCAs, their work and performance management.
Stakeholder Engagement and Collaboration: - Collaborate effectively with cross-functional teams to ensure alignment.
- Support HR initiatives related to talent management and development.
- Serve as a trusted advisor on training and quality-related matters within the organization.
- Data analysis & insights sharing.
- Proficient in Stakeholder management and People Management, to ensure improvement initiatives are driven till logical closure.
- Drive quality initiatives to ensure superior service delivery by meeting / exceeding customer and stakeholders’ requirements.
- Satisfactory completion for Internal Corporate Audits and External audits.
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Soft skills (Desired) | - Excellent written and verbal communication skills. Strong critical thinking skills and attention to detail.
Preferably a C1 CEF level |
Soft Skills (Minimum) | At least a B2 CEF level |
Education Requirements |
Required Qualifications - Bachelor’s degree in business administration, Human Resources, Education, or a related field. Master's degree preferred.
- Proven experience (15 years) in training and quality management within a blended contact centre environment, preferably in the customer service industry.
- Strong understanding of contact centre operations, including call handling, email management, chat support, and back-office processes.
- Demonstrated expertise in instructional design, adult learning principles, and training delivery methodologies.
- Excellent analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
- Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Strong leadership capabilities, with a track record of building and managing high-performing teams.
Preferred Qualifications - Certifications such as Six Sigma Black-Belt, Certified Professional in Learning and Performance (CPLP) or Certified Customer Experience Professional (CCXP) are a plus.
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Work Experience Requirements |
● Minimum 15 years of total work experience ● Customer service experience preferred |
Acknowledgement |
(acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date |
