Customer Success Training and Quality Assurance Specialist (1 year Contract)
Kuala Lumpur
Permanent
Full-time
14 days ago
About the Company Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions. About the Role We are looking for a passionate individual who has Training and Quality Assurance experience to join our team and ensure that our Customer Success Managers are well trained and maintain the highest standards of service quality. As a Customer Success Training and Quality Assurance Specialist at WorldFirst, you will be reporting directly to the Head of Quality Assurance and Complaints. Your responsibilities will encompass both training and quality assurance aspects. This role will cover training Customer Success Managers in Asia, the UK and Europe. There is also a small element of dealing with customer complaints. If you are passionate about training and quality assurance in the field of customer service, we encourage you to apply for this position. Responsibilities Training: Conduct orientation sessions for new hires to introduce them to the company&aposs values, culture, and expectations. Deliver and create training materials and resources to support ongoing learning and development. Collaborate with the CSM team leaders to identify opportunities for process improvements and training needs. As well as other members throughout the company. Ensure that associates understand the regulatory requirements that are expected of them within the region in which they are based. Quality Assurance: Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails, and chats. High proficiency in the English language, this role will require reviewing emails and chats for grammar and spelling mistakes. Also ensuring the right tone and structure is used. Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards. Analyse data and prepare reports on quality assurance findings, identifying areas for improvement. Conducting Root Cause Analysis to identify and evaluate quality trends, and contributing to the improvement of controls and reports. Reporting any compliance failures to the Head of Quality and Complaints. Complaints Handling: To handle and manage complaints within the regions mentioned previously, experience is not required as training will be given. Qualifications Proven experience in delivering training. Experience in working with other teams to put together training programs and guides. Experience in quality assurance in a similar role. Excellent communication and interpersonal skills with the ability to liaise with stakeholders across various teams. Strong analytical and problem-solving abilities. Proficiency in using Salesforce or equivalent CRM, quality assurance tools, and Microsoft Office Suite. Ability to deliver constructive feedback and meaningful coaching to more junior and senior members of the team. Excellent organisational skills with the ability to multi-task, be open to change as the business evolves, be proactive and plan and execute tasks independently. Be able to lead small projects and participate in cross-functional projects, offering solutions and influencing decisions on key deliverables. Experience in working in a regulated industry like finance or payments. Multi-lingual skills are preferred, specifically: APAC: Mandarin, Malaysian or Thai, EEA: German or Dutch Show more Show less