Quality & Training Specialist (Mandarin Speaker)

Job Description
- Ensure adherence to quality framework set by QT Manager based on the business
types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow
efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop
improvement plans, and collaborate with QT Assistant Manager to improve center quality
performance.
- Research and understand customer expectations and needs to drive their satisfaction by
coaching employees on observed opportunities on a weekly basis.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and QT
leadership.
- Produce statistical reports and insights on quality performance.
- Calibrate on grey cases with stakeholders and QT leadership.
- 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.
- Support consolidation of knowledge management by standardizing documentation to
capture centralized knowledge portal.
- 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