Job Responsibilities:
Training Program Development:Design and develop comprehensive training programs for new and existing agents, covering product knowledge, customer service skills, and operational procedures.
Training Delivery:Deliver engaging and effective training sessions, utilizing a variety of training methods (e.g., classroom, online, one-on-one).
Quality Assurance:Monitor agent performance, conduct quality assurance audits, and provide feedback to improve performance.
Performance Coaching:Coach agents to enhance their skills and knowledge, focusing on areas for improvement.
Knowledge Management:Maintain up-to-date training materials and knowledge bases.
Performance Analysis:Analyze agent performance data to identify trends and areas for improvement.
Qualifications and Experience:
3+ years of experience in training and development, preferably in a contact center environment.
Strong communication and presentation skills.
Excellent interpersonal and coaching skills.
Proficiency in training methodologies and adult learning principles.
Knowledge of contact center operations and customer service best practices.
Ability to adapt to different learning styles and preferences.
Strong attention to detail and organizational skills.
Working Hours:42 Hrs from Monday to Friday
Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
Which of the following types of qualifications do you have?
How many years' experience do you have as a Quality Assurance Executive?
About DCS Card Centre:
DCS Card Centre is a financial institution licensed to carry on the business of issuing credit cards or charge cards in Singapore, governed by the Monetary Authority of Singapore (MAS) under the Banking Act.
We secured this license in 1973 as an exclusive franchisee of Diners Club International and have since been operating under the company name of "Diners Club Singapore".
This established us as one of the founding financial institutions that pioneered cashless payments with the first credit and charge cards issued in Singapore.
In October 2022, the financial institution was officially renamed to DCS Card Centre in line with a massive business transformation to expand our network of payments schemes, as well as new payment solutions.
Technology and innovation have significantly changed the way consumers and businesses interact with payments.
Now as DCS Card Centre, we have evolved to a fintech that will lead the next payment frontiers with future-ready payment solutions.
We are a Fintech with Heritage, uniquely positioned to converge innovation with trust and reliability.#J-18808-Ljbffr