quality and training trainer - call centre in Kuala Lumpur

gayathri balaram, randstad
job type
RM 72,000 per year

job details

kuala lumpur, wilayah persekutuan
human resources
job type
working hours
RM 72,000 per year
reference number
gayathri balaram, randstad
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job description

about our client

Our client is one of the leading players in its industry, globally. Their medical team operates within a shared services space, covering the China region.

about the role

  1. Training
    • Setup and promote the maintenance of the area’s training standard, following procedures and using appropriate tools and resources
    • Participate in the organization and facilitation of training to new employee and trainees, assuring that the content provided is in accordance with the function needs and following established training guidelines
    • Participate in the organization and facilitation of the training recycling in accordance with the area’s necessities
    • Participate in the training materials development and update
    • Support in the management of training plan for LCAC employees
  1. Quality System
    • Setup and promote the maintenance of the area’s quality standard, following procedures and using appropriate tools and resources related to daily activities
    • Coaches agents on the importance of quality expectations and adhering to established standards
  1. Monitoring Processes
    • Periodically monitor calls and other interactions with consumers
    • Identifies issues and/or potential improvements to the processes/operations
    • Determine the root cause for issues and finalize CAPA (Corrective and Preventative action) for the issues
    • Ensure the implementation of CAPAs for the issues and improvements to the processes/operations
  1. Compliance
    • Understands and follows all compliance policies and The Red book
    • Reports are known/suspected compliance violations
    • Contribute to the maintenance of documents in compliance with the available guidelines
    • Maintains 100% training compliance
    • Cooperates with any audits or investigations

your profile

to be successful in this role you would have to have had a Bachelor’s degree or higher in a pharmaceutical or health-related field. At least 1 years’ experience in call center customer service with at least 6 months QA and 6 months of trainer experience. Excellent interpersonal and organizational skills as demonstrated through the ability to work successfully in a team environment. Ability to communicate effectively to a variety of audiences including customers and internal stakeholders

Must be fluent Mandarin and English (verbal and written), as you will be supporting the China market.

Working as a trainer and QA in a call center for the pharmaceutical or healthcare industry is preferred

Quality management training such as ISO9001 and COPC is preferred

culture & benefits

In return for your service, our client is committed to compensating with a good opportunity to work and grow with the team as they expand their business and an extremely attractive remuneration package.

how to apply

To apply online, please click on the appropriate link. Alternatively, please contact Gayathri by email at gayathri@randstad.com.my or contact at 011-33363185. Please note that only shortlisted candidates will be contacted.


no additional skills required


no additional qualifications required

educational requirements

Associate Degree/Diploma