Job Description - Ensure adherence to quality framework set by QT Manager based on the business types/facts by coordinating across regions and stakeholders. - Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target. - Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with QT Assistant Manager to improve center quality performance. - Research and understand customer expectations and needs to drive their satisfaction by coaching employees on observed opportunities on a weekly basis. - Identify and develop individualized and group training plans to address varying needs. - Effectively communicate updates and developments with team members, trainers and QT leadership. - Produce statistical reports and insights on quality performance. - Calibrate on grey cases with stakeholders and QT leadership. - Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries. - Support consolidation of knowledge management by standardizing documentation to capture centralized knowledge portal. - Perform other ad-hoc duties as assigned. Job Requirements • Minimum of a bachelor's degree • Excellent communication skills in both written and spoken English + Mandarin and good presentation skills • Experience in forex or financial services would be an added advantage. • Previous experience in training delivery and quality assurance is preferred. • Research, planning, organizing, time management and high level of administrative skill • Problem solving skills and ability to adapt fast to change • Highly motivated and able to work under pressure • Creative thinking skills and ability to address issues proactively • Ability to take initiative, work independently as well as work flexible schedules / shift hours when needed. • Ability to organize, multitask and exercise time management • Ability to consistently exercise discretion and judgment in creative endeavors. • Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail. • Ability to accommodate various interpersonal and communication styles. • Ability to simplify complex concepts • Can-do attitude
