Training Executive

2 weeks ago

Macpherson, Singapore Hai Leck Holdings Limited Full time $60,000 - $120,000 per year

We are looking for a passionate and detail-oriented Training Executive/Specialist to support the training and service quality framework of our government campaign. This role involves conducting training, supporting onboarding, and driving service excellence through quality assurance activities. You will play a critical role in ensuring our agents deliver accurate, professional, and consistent customer experiences.

Key Responsibilities:

Training & Development

  • Conduct structured training for new hires on product knowledge, soft skills, and SOPs relevant to the campaign.
  • Support cross-training initiatives to strengthen agent versatility and coverage.
  • Work closely with Team Managers to assess training effectiveness and identify gaps.
  • Provide regular refresher training and upskilling programs based on audit findings and client updates.
  • Assist in creating training content, assessments, and learning materials tailored to evolving campaign needs.

Service Quality Monitoring

  • Perform regular audits based on approved audit metrics (e.g., accuracy, completeness, call management, service etiquette).
  • Monitor agent interactions for compliance to internal SOPs and client requirements.
  • Document quality observations and maintain clear audit records and monthly reports.
  • Calibrate audit standards with internal stakeholders and client representatives to ensure consistency and alignment.
  • Work with Service Quality Manager, and Team Managers (TMs) to implement corrective actions and improvement plans.
  • Conduct 1:1 coaching or quality feedback sessions to address service lapses and improvement opportunities.
  • Recommend changes to internal processes to improve efficiency and effectiveness.
  • Perform root cause analysis on service lapses or recurring QA issues, and provide actionable insights for improvement.

Quality Standards & Compliance

  • Support the development and execution of quality initiatives and service frameworks aligned to national standards (e.g., ISO, EXSA, Kudos).
  • Assist in preparation and administration of internal/external quality audits and certifications.
  • Align internal quality standards with industry benchmarks and client expectations.
  • Champion service excellence through the promotion of company R&R programmes and staff certifications.

Client Engagement & Reporting

  • Prepare monthly SQ reports, tracking key trends, audit findings, and improvement plans.
  • Support ad-hoc reporting and attend quality-related meetings or discussions with the client.
  • Ensure timely and accurate updates on SQ matters to both internal management and client stakeholders.

Job Requirements:

  • Minimum 2 years' experience in a similar capacity within a contact centre, customer service or training/QA role.
  • Candidates with ACTA / ACLP certification or relevant experience in adult learning will have an added advantage.
  • Familiar with quality assurance practices, call auditing, and service recovery processes.
  • Strong analytical skills and attention to detail in reviewing transactions and identifying gaps.
  • Excellent communication and interpersonal skills for coaching and stakeholder engagement.
  • Team player with ability to multitask and adapt in a fast-paced environment.
  • Proficient in MS Office (especially Excel and PowerPoint) and comfortable working with data and audit tools.

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