Overview
Training and Quality Assurance Specialist Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Pine Labs
Title: Training and Quality Assurance Specialist
Company: Pine Labs
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
About the job
We at Pine Labs are looking for those who share our core belief – “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Responsibilities we entrust you with:
Training Development & Delivery:
Design and deliver training programs to onboard new support team members and upskill existing ones.
Conduct regular training sessions on customer service best practices, product knowledge, and troubleshooting techniques.
Update and refine training materials as needed to reflect process changes, new products, and customer feedback.
Call & Email Audits:
Audit and assess the quality of customer interactions (calls, emails, and chats) to ensure compliance with internal quality standards and guidelines.
Provide actionable feedback to team members based on audit results to improve customer service quality and performance.
Monitor performance against established KPIs and work with managers to implement corrective actions.
Coaching & Feedback:
Provide one-on-one coaching to support agents based on audit findings and training results.
Develop improvement plans for team members who need additional support or guidance.
Promote a culture of continuous learning and quality improvement within the support team.
Collaboration & Reporting:
Collaborate with team leaders and managers to identify areas for improvement and ensure alignment between training, performance, and customer experience goals.
Generate and analyze reports related to training effectiveness, audit performance, and quality assurance metrics.
Recommend and implement strategies for performance enhancement based on audit results.
What matters in the role:
Proven experience in training and/or quality assurance roles, ideally in a customer support or call center environment.
Strong knowledge of customer service best practices, quality standards, and performance metrics.
Ability to design and deliver engaging training sessions to both new hires and existing team members.
Excellent communication and coaching skills with the ability to provide constructive feedback.
Detail-oriented with strong analytical skills for auditing and assessing customer interactions.
Ability to work independently and collaboratively with cross-functional teams.
Proficiency with call and email monitoring software, CRM systems, and Microsoft Office (Excel, PowerPoint, Word).
Fluent in English, Bahasa Malaysia with proficiency in Mandarin being a plus.
What we Value in Our people
You are the CEO of what you do: You show ownership and make things happen
You sign your work like an artist: You seek to learn and take pride in the work you do
About Pine Labs Malaysia
Pine Labs is a leading merchant commerce omnichannel platform across India, Southeast Asia, and UAE. Our deep technology is designed to empower businesses and fuel their entrepreneurial spirit. We build and host a roster of fintech products, from digital payments to loyalty solutions.
To learn more, please visit https://www.pinelabs.my/
