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QA & Training Specialist
8 hours ago
As a Training & QA specialist in the APAC CJ Team, you will play a vital role in shaping the team's learning culture, driving operational excellence, and ensuring high-quality, compliant service delivery across the region. In this dual-capacity role, you will be responsible for developing and delivering impactful training programs while also overseeing key aspects of operations policy, quality assurance, and compliance.
Manila | In-Person | Full Time
What you'll do
- Deliver onboarding, upskilling, and refresher training programs for CJ Customer Care associates using blended learning formats (e-learning, live sessions, workshops, scenario-based learning) and digital tools such as Centrical.
- Assess learner needs and tailor training content and delivery methods to accommodate diverse learning styles, ensuring a supportive, respectful, and inclusive learning environment.
- Evaluate training effectiveness through KPIs (completion rates, performance results, ramp-up time, satisfaction scores, and success rates); analyze feedback for continuous improvement and provide summary reports to key stakeholders.
- Maintain a robust quality control framework to ensure the APAC Ops team consistently delivers high-quality, compliant and premium customer services.
- Prepare monthly QA report for APAC Customer Care team and communicate with Customer Care Team Leader (TL) for identified gaps and proposed follow-up actions
- Prepare monthly analysis for APAC Customer Care cases handling and communicate with relevant TLs for in-house teams on identified gaps and follow-up actions required
- Calibrate QA results for in-house team
- Hold regular calibrating meeting with in-house QA/KE to review and manage the identified gaps
- Attend meetings and support on Global QA discussions and bring key information to the attention of Management Team in APAC
- Conduct ongoing analysis of quality gaps and implement targeted action plans to improve overall quality performance.
- Collaborate with managers, team leads, and the Knowledge team to align training with business priorities, support certification programs, and maintain accurate and up-to-date training records.
Who you are
- University degree in Business Management, Information Management, Compliance or related disciplines, candidates with multi-disciplines a plus
- Minimum 4 years of experience as a trainer
- Minimum 1 years in Customer Service/Care with high integrity
- 1 year experience in QA profession, candidates with less experience can be considered
- Experience in training, facilitation, or learning & development, preferably within the payments industry or a customer care environment.
- Strong presentation and communication skills, adaptable to various learning styles.
- Ability to create a respectful, inclusive, and engaging learning environment.
- Proficiency in digital learning tools and platforms (e.g., Rise, Storyline).
- Analytical skills to assess training needs and evaluate program effectiveness.
- Excellent time and classroom management and organizational skills.
- Professional credibility, confidence, and ethical conduct.
- Proficiency in both written and spoken English is highly desirable
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