Quality & Training Specialist (Mandarin Speaker)

Job Description

1. Ensure adherence to quality framework set by QT Manager based on the business types/facts by coordinating across regions and stakeholders.
2. Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
3. Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with QT Assistant Manager to improve center quality performance.
4. Research and understand customer expectations and needs to drive their satisfaction by coaching employees on observed opportunities on a weekly basis.
5. Identify and develop individualized and group training plans to address varying needs.
6. Effectively communicate updates and developments with team members, trainers and QT leadership.
7. Produce statistical reports and insights on quality performance.
8. Calibrate on grey cases with stakeholders and QT leadership.
9. Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
10. Support consolidation of knowledge management by standardizing documentation to capture centralized knowledge portal.
11. Perform other ad-hoc duties as assigned.

Job Requirements

• Minimum of a bachelor’s degree
• Excellent communication skills in both written and spoken English + Mandarin and good presentation skills
• Experience in forex or financial services would be an added advantage.
• Previous experience in training delivery and quality assurance is preferred.
• Research, planning, organizing, time management and high level of administrative skill
• Problem solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Creative thinking skills and ability to address issues proactively
• Ability to take initiative, work independently as well as work flexible schedules / shift hours when needed.
• Ability to organize, multitask and exercise time management
• Ability to consistently exercise discretion and judgment in creative endeavors.
• Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
• Ability to accommodate various interpersonal and communication styles.
• Ability to simplify complex concepts
• Can-do attitude