• Conduct audits, random monitoring identifying training needs and bringing them to management notice.
• Deliver consistent coaching for errors done by agents.
• Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent.
• Conduct training for low performer agents once every month.
• Assist in providing suggestions for process improvements within the department.
• Ensure timely and accurate issuance of Quality Reports and Regular analysis and feedback to the operation teams.

• Excellent Technical, verbal & written.
• Good interpersonal skills & analytical skills, communication skills.
• The ideal candidate will demonstrate excellent technical & communication skills.
• The ability to express complex thoughts and ideas effectively in individual and group situations.
• Ability to work with minimal supervision and affinity for team-based action planning; able to keep.
• Management informed of real or potential problems areas/opportunities and provide strategic solutions.

You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.