Job description
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
Focused on delivering an excellent customer experience, it offers comprehensive customer care and hassle-free returns through its own first and last mile delivery arm supported by approximately 100 logistics partners. Lazada Group is majority owned by Alibaba Group Holding Limited (NYSE: BABA).
As a result of our tremendous growth, we are searching for dynamic, entrepreneurial, broad-minded individuals to be part of our expanding team! Be creative. Be Inventive. Be Innovative. Be part of Lazada success story!
Reporting to the Training & Quality Assurance Manager, you will be responsible for :
As a result of our tremendous growth, we are searching for dynamic, entrepreneurial, broad-minded individuals to be part of our expanding team! Be creative. Be Inventive. Be Innovative. Be part of Lazada success story!
Reporting to the Training & Quality Assurance Manager, you will be responsible for :
- Conduct quantitative and qualitative deep-dives on key processes across verticals to identify actionable insights.
- Partnering with BPO counterparts to offer feedback on trends and key areas of opportunity based on audits completed, ensuring that feedback is woven into ongoing improvement plans.
- Reviews, reports and maintains ownership of all training and quality assurance coordination and platforms used to ensure smooth management of training and quality activities.
- Maintains collaborative work relationship with the Regional and Local teams to support the overall target and direction of the business.
- Completes assignments and facilitates the work of others. May coordinate assignments beyond work area. Proposes improvements to processes and methods.
- Knowledge and experience in developing training programs/ courses to digital formats to maximize employee knowledge and drive effective departmental results.
- Experienced in developing digital content for blended learning environment. Able to convert learning materials to highly interactive digital content.
- Familiar with digital content building tools like Articulate, Docebo and Learning Management System is vital.
- Experience in managing both F2F facilitation and online facilitation is highly preferred. The ability to use multiple facilitation tools is an advantage.
Job Requirements
In order to succeed in the role, you should ideally have: -
- Candidate must possess at least min Diploma in any discipline with a minimum of 3 years’ experience in relevant field.
- Strong communication skills in English and Bahasa Malaysia, both verbally and written
- Advanced Excel competency is required (vLook & Pivot tables)
- Knowledge in digital design and learning tools such as Articulate Storyline, Rise and Docebo is vital.
- Experience in e-content creation & content moderating with graphic design will be an advantage
- Sound decision making, organizational and leadership skills. Acts as a lead, coordinating the work with others.
- Dynamic personality who can adapt quickly to a changing environment with the ability to work under immense pressure and speed.
- Works autonomously within established procedures.
- Understanding of how teams integrate and works best together to support the achievement of company goals.
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