Senior Training & Quality Specialist

Senior Training & Quality Specialist

Thomas Duryea Logicalis Asia Pacific MSC Sdn Bhd
Kuala Lumpur Putrajaya Selangor
4 - 8 Years
1339868 - 1649068 MYR

Job Description

ABOUT THE TEAM

The Training & Quality team delivers three core functions to the Managed Services Practice. They continuously train our staff to be equipped with the skills they require to complete their job today and into the future. They also digitise training material, so it is autonomously consumed and tracked, and drive knowledge creation and usage within the business. Success is measured by the continual enablement of our people and the successful Management of the knowledge base.
ABOUT THE ROLE

You will work with the team dedicated to improving our Managed Services ability to deliver quality outcomes both technically and best customer experience. You will be expected to drive a program of work to improve how we train staff and continually evolve our skills as new customers and technologies are onboarded. You will own knowledge management, track its creation, use, accuracy and ensure any gaps are known and filled as quickly as possible.
Your core responsibilities will consist of:
  • Develop with your team and be responsible for the training strategy and it's execution for the Managed Services
  • Develop or discuss with your team to maintain a consistent framework to deliver training material leveraging various methods;
  • Facilitate both technical, process and cultural training;
  • Report on the creation, use and accuracy of knowledge base articles;
  • Receive feedback from the business and develop training materials to address concerns and/or skill gaps within the Managed Services teams;
  • Work with the relevant technology teams to ensure the right tools and knowledge are used for training and quality assurance.
  • Enforcing and reviewing TDL processes to ensure documentation is current and to initiate escalation as required;
  • Ensure Managed Services personnel meets the Quality Transaction Monitoring target;
  • Provide constructive mentoring to the employees on their performance and find ways to improve soft skills and enhance empathy skills so to achieve excellent customer experience;
  • Ensure all process documents are updated according to ISO requirements;
  • Track and evaluate all escalated tickets for customer service improvements;
  • Conduct periodical customer surveys and analyze its results;
  • Monitor and track quality improvements;
  • Regular career planning and reviews with direct reports; and
  • Other duties as required.
ABOUT YOU

  • Bachelor’s degree in IT or any equivalent professional degree a plus.
  • Minimum of 4 years of IT training experience and customer service role.
  • Have at least 2 years of people coaching capacity
  • Experience working in a multiple-client based Service Desk and is familiar with ITIL process or ITSM.
  • Knowledge in Quality Control/Assurance or equivalent is added advantage
  • Exposure to various training tools or any virtual learning tools
  • Experienced in developing training programmes for technical employees and new hires
  • Vendor management skills and strong understanding of SLAs
  • Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization by phone or in person
  • ITIL certification is a plus

Attributes that we look for:-
  • Displays and apply a customer first attitude in each interaction;
  • Illustrate an understanding of wider business goals and objectives;
  • Have an attention to detail;
  • Enjoys presenting to groups of people;
  • Finds it easy to translate complicated processes into easy to consume instructions;
  • Be conscientious of workload and work distribution working autonomously - not needing to be managed;
  • Exhibit demonstrable experience of being a visible, approachable leader in your technical field of expertise;
  • Pride yourself on being a self-starter who works well under pressure with a high attention to detail;
  • Exhibit excellent customer management skills and a strong understanding of SLAs; and
  • Have a passion and desire to develop and share knowledge.

THE PERKS!

We have a pantry stocked with milk, cereals, biscuits, bread, peanut butter and coffee all day long. We are fun-filled with social activities like PS4 competition, quarterly teambuildings, festive lunches, weekly Thursday Food Surprise and foosball to destress yourself. Parking is also free.
STATEMENT OF POSTING

Thomas Duryea Logicalis is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Recruitment agencies may not submit resumes/CVs through this website, LinkedIn, job boards or directly to managers. Thomas Duryea Logicalis will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Thomas Duryea Logicalis.

Thomas Duryea Logicalis (TDL) is a division of the Logicalis Group, a global IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. Thomas Duryea Logicalis is the formation of powerhouse organisations, Thomas Duryea Consulting and Logicalis Australia. Collectively, the integrated organisation has a proud 19-year heritage in solution integration and is widely recognised as one of Australia's leading professional services, managed services and ICT companies.

People, partnerships and technology are at the core of our foundation. Our commitment to deliver capabilities that inspire change and drive digital transformation is harnessed through innovation, diversification, and a culture that delivers exceptional customer outcomes. We partner with the industry's best to reinforce our service capability, counting some of the highest level of vendor partnerships in our portfolio, including Citrix #1 APAC partner, Dell's largest AU partner and the 'partner of choice' across several Cisco, Microsoft and Ivanti disciplines.



www.tdlogicalis.com.au

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