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Senior Manager, Training & Quality Assurance

NEW
location

Kuala Lumpur, Malaysia

permanent

Permanent

Duties & Responsibilities

  • To lead and manage the Quality and Knowledge Management team. To ensure that processes meet consistent standards of quality and that knowledge is effectively managed, shared, and utilized across the organization. The specific duties and responsibilities can vary depending on the organization, but generally, they include the following:
  • 1. Quality Management Responsibilities
  • Developing Quality Standards and Policies: Creating and maintaining quality standards, guidelines, and policies to ensure consistency in quality evaluation
  • Quality Assurance (QA): Overseeing quality assurance processes to ensure that agent comply to specific standards in servicing end users
  • Monitoring and Auditing: Regularly auditing processes and performance to identify potential quality issues and areas for improvement.
  • Corrective Actions and Continuous Improvement: Identifying and implementing corrective actions for any quality-related issues. Driving continuous improvement initiatives to enhance quality across the organization.
  • Training and Development: Providing training to employees on quality standards and procedures to ensure adherence across the organization.
  • Customer Feedback Management: Collecting and analyzing customer feedback to identify areas of improvement in services.
  • 2. Knowledge Management Responsibilities
  • Knowledge Sharing and Collaboration: Facilitating the sharing of knowledge and best practices across the organization to enhance productivity, innovation, and employee development.
  • Developing Knowledge Management Strategies: Creating and implementing strategies for capturing, storing, and disseminating knowledge across the organization.
  • Documenting Processes: Ensuring that important organizational knowledge, procedures, and best practices are documented and easily accessible.
  • Creating Knowledge Repositories: Building and maintaining databases, libraries, or intranet systems that store organizational knowledge and best practices.
  • Knowledge Transfer: Ensuring that critical knowledge is passed on, particularly during staff transitions, such as when employees leave or move to different roles.
  • Training and Onboarding: Developing training materials and onboarding processes to ensure new employees are quickly brought up to speed on organizational knowledge.
  • Change Management: Managing how knowledge is updated and ensuring that all stakeholders are kept informed of significant changes in processes, tools, or systems.
  • 3. Performance Monitoring and Reporting
  • Data Analysis and Reporting: Using data and analytics to assess quality and knowledge management performance, identifying trends, and making recommendations.
  • KPIs and Metrics: Setting key performance indicators (KPIs) and metrics for quality and knowledge management initiatives, tracking performance over time, and reporting results to leadership.
  • 4. Stakeholder Engagement
  • Cross-functional Collaboration: Working closely with other departments (e.g., business owners) to ensure that quality and knowledge management align
  • Managing Relationships with External Stakeholders: In some cases, the role involves working with vendors or clients to ensure that quality and knowledge are maintained and improved through external partnerships.
  • 5. Leadership and Team Management
  • Team Leadership: Leading a team of quality analysts, knowledge management specialists, or other relevant staff.
  • Resource Planning: Managing resources, budgets, and staffing for quality and knowledge management functions.
  • Mentoring and Coaching: Supporting the professional development of staff, helping them to grow in their roles.
  • 6. Risk Management
  • Identifying Risks: Proactively identifying potential risks to quality or knowledge management practices.
  • Mitigation Strategies: Developing plans to address and mitigate risks in both areas.

Requirements

  • Key Skills and requirement: Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred
  • Experience: 8 years’ experience in Service or Operations role preferably in financial sector, payments, fintech or e-commerce.
  • Skills/Knowledge:
  • 1. Strong knowledge of financial services or e-commerce industries with experience at leadership level.
  • 2. Strong customer service and key account management experience; able to add value to relationships with customers and merchants
  • 3. Track record in implementing initiatives that drive operational efficiency.
  • 4. Expertise in process management and continuous improvement methodologies (e.g., Six Sigma, Lean).
  • 5. Familiarity with knowledge management tools (e.g., content management systems, knowledge-sharing platforms).
  • 6. Problem-solving and critical thinking skills.
  • 7. Proven expertise in managing multiple projects and achieving results on time and within budget
  • 8. Proven experience in a leadership role focused on customer experience & Quality.
  • 9. In-depth knowledge of customer experience & quality best practices.
  • 10. Strong planning, analytical, interpersonal and leadership skills.
  • 11. Demonstrated ability to manage teams and diverse sets of stakeholders
  • 12. Exceptional academic and professional accomplishments, indicating critical thinking ability and intellectual capacity
  • 13. Ability to communicate with and influence stakeholders of all levels
  • 14. Excellent oral and written communication skills.
  • 15. Strong entrepreneurial spirit, willing to roll up sleeves and get to the ground level of issues, able to work in a dynamic start up environment.
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