Do you want to be part of a business that creates colourful joys of life and happy memories Imagine complimentary stays at 5-star properties globally! Are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN! Job responsibility: Responsible for NH performance during Classroom Training + OJT, including but not limited to Productivity, Conversion, Early Attrition and relevant Operational KPI's Partner with WFM / Operations / PE to support training requirements in line with the Centre strategic objectives. Plan training schedules to meet rollout deadlines through weekly reviews with WFM Review curriculum and content on an ongoing basic to ensure alignment with Floor reality for NH / Upskill / Cross Skill / New Migrations etc. Conduct Skip / VOL / Trainer classroom and Coaching observations and implement actions to close loop feedback Analyse performance data, identify certification challenges by process by Trainer and build appropriate actions plan to enhance certification Conduct Trainings as and when required - Soft skill / NH / Upskills / Refreshers etc. while driving the focus on 5-star service standards Ensure appropriate allocation of evaluations amongst the QA's and track progress on completion Conduct Call Quality calibrations with teams - T&QA, Operations TL, GZ and document the same with Gauge R&R standards Develop and conduct a training needs analysis system to ensure continuous improvement in quality by reviewing the QA data and QA appeal data Create and Update verbiage, email templates, align with LQA / Linkages and Guangzhou to ensure consistency and standardization Create a Quality Measurement, tracking and reporting mechanism that will help Operations drive and elevate Quality scores Requirement: Strong leadership and people management skills. Excellent communication and interpersonal abilities. Ability to coach, mentor, and motivate team members. Good analytical skills to assess performance and identify improvement areas. Customer-focused mindset with commitment to service excellence. Experience in operations/ training and quality assurance We offer the following benefits: A complimentary stay at any of our hotels worldwide. 5-day work week (shift-based) Discretionary performance-based bonuses and incentives. Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance. Annual preventive health screening Show more Show less