Skills & Qualification

• Bachelor's degree from any major.

• Preferably certified in Service Quality (optional).

• Understanding of Customer Service / CRM processes.

• Adaptable and resilient.

• Quality monitoring experience.

Responsibilities

• Ensure clear and timely communication of promotional updates, programs, or operational changes to the CE and SWAT teams through training, briefings, and updates on the Knowledge Management System (KMS).

• Design and develop training plans and modules tailored to both soft and hard skill needs.

• Lead and execute training and engagement programs to foster a fun and motivated work environment.

• Conduct service quality sampling for all CE and SWAT staff to ensure alignment with established standards.

• Collaborate with the Service Excellence Mentor to plan and recommend strategic initiatives to improve CE team performance and service quality.

• Prepare daily, weekly, and monthly quality monitoring reports.

• Review quality results and use insights to define training needs for the upcoming period.