蚂蚁金服Ant International-Customer Success Training and Quality Assurance Specialist (1 year Contract)-Malaysia
任职要求
Requirements: • Proven experience in delivering training. • Experience in working with other teams to put together training programmes and guides • Experience in quality assurance in a similar role. • Excellent communication and interpersonal skills with the ability to liaise with stakeholders across various teams. • Strong analytical and problem-solving abilities. • Proficiency in using Salesforce or equivalent CRM, quality assurance tools, and Microsoft Office Suite. • Ability to deliver constructive feedback and meaningful coaching to more junior and senior members of the team. • Excellent organisational skills with the ability to multi-task, be open to change as the business evolves, be proactive and plan and execute tasks independently. • Be able to lead small projects and participate in cross-functional projects, offering solutions and influencing decisions on key deliverables. Nice to have but not required: • Experience in working in a regulated industry like finance or payments • Multi-lingual skills are preferred, specifically: APAC: Mandarin, Malaysian or Thai EEA: German or Dutch
工作职责
We are WorldFirst, an international payments business helping move money around the world. We became part of Ant Group in 2019, accelerating our mission to create the world’s best platform for international trade by combining WorldFirst’s products with Ant’s solutions aimed at enabling the digitalisation of the modern services industry globally. We have a shared purpose ‘to make it easy to do business anywhere'. Together, we are advancing our shared aim of bringing innovative, inclusive and affordable services to small and medium-sized businesses and online merchants in the rapidly growing area of cross-border trade. We are looking for a passionate individual who has Training and Quality Assurance experience to join our team and ensure that our Customer Success Managers are well trained and maintain the highest standards of service quality. Job Description: As a Customer Success Training and Quality Assurance Specialist at WorldFirst, you will be reporting directly to the Head of Quality Assurance and Complaints. Your responsibilities will encompass both training and quality assurance aspects. This role will cover training Customer Success Managers in Asia, the UK and Europe. There is also a small element of dealing with customer complaints. If you are passionate about training and quality assurance in the field of customer service, we encourage you to apply for this position. Key Responsibilities: 1. Training: • Conduct orientation sessions for new hires to introduce them to the company's values, culture, and expectations. • Deliver and create training materials and resources to support ongoing learning and development. • Collaborate with the CSM team leaders to identify opportunities for process improvements and training needs. As well as other members throughout the company. • Ensure that associates understand the regulatory requirements that are expected of them within the region in which they are based 2. Quality Assurance: • Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails, and chats. • High proficiency in the English language, this role will require reviewing emails and chats for grammar and spelling mistakes. Also ensuring the right tone and structure is used. • Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards • Analyse data and prepare reports on quality assurance findings, identifying areas for improvement. • Conducting Root Cause Analysis to identify and evaluate quality trends, and contributing to the improvement of controls and reports. • Reporting any compliance failures to the Head of Quality and Complaints. 3. Complaints Handling: • To handle and manage complaints within the regions mentioned previously, experience is not required as training will be given.
Our mission at Controlling and Finance Assurance (CF A) is to provide objective, factual and independent foresight to help Siemens be excellent and to improve the overall success of the company. As a business partner to Siemens’ management, we apply our expertise in a wide range of topics to create organizational impact. Collaborative ecosystems help create and use innovative methods for better assurance. We offer an inspiring, diverse and inclusive environment for our people to develop professionally and personally. Our core values, being respectful, curious, humble and open, define how we work together as a department. As Siemens is creating technology to transform the everyday for everyone, the Technology & Financial Audit Practice plays a pivotal role in providing assurance to the Managing Board and the Audit Committee. We cover a wide range of technology and finance-related global audit topics such as assurance over entire digital ecosystems, AI and data governance, SW development, major IT transformations, customer project execution, organizational maturity at small / mid-size entities, sustainability reporting or new digital products and business models. To deliver on our vision of being pioneers in assurance and a talent incubator for Siemens, CF A offers a unique Grow and Development Model. We believe int the concept of lifelong learning and therefore encourage our people towards a mindset where continuous upskilling and reskilling becomes a natural part of our career. We invest in our expertise and therefore provide continuous career coaching, trainings and mentoring, all whilst working with top Siemens business leaders on multiple high-profile projects around the world. This is your chance to build your network within the company and become part of a truly international and innovative team. To solve the biggest challenges of our time, we need bright minds with the ambition to make the impossible possible. Siemens is your place to thrive, challenge the status quo, make a difference and grow in a team of pioneers who share your passion for technology. Be bold and apply now for Technology & Financial Auditor in Beijing www.siemens.com/cfa You’ll make an impact by • Drive pre-audit planning and perform analyses to ensure that all risks and controls are identified • Manage global client contacts and auditees, solidifying CF A as a trusted advisor and help manage risks for Siemens • Interview clients in order to extract crucial information • Use analytical skills to identify root causes of findings and assist clients in developing improvement measures • Participate in closing meetings with management and support discussions with drawn conclusions from the engagement
• Technical Delivery: • Proactively working with CSS customers to ensure their successful deployment of Oracle EBS/Fusion ERP • Requirements study/analysis, solution design, user training and system configuration / establishment of Oracle EBS/Fusion ERP finance/distribution modules deployment • Proved strong experience in enterprise finance digital transformation, finance share service center and integration of business and finance • Researching and responding to functional enquiries from customers • Supporting EBS/Fusion ERP SRs raised by customers • Service Management: • Coordinate the delivery of Oracle Services, serving as the primary delivery contact to the customer. • Align contracted services with customer goals and objectives, ensuring effective and efficient use of Oracle delivery resources. • Responsible for delivering to the contracted terms, achieving contract margin and revenue objectives. • Customer Relationship Management: • Develop and manage Oracle customer relationships with a designated large account or a small number of medium accounts throughout the contracted engagement. • Act as a trusted advisor to customers, ensuring consistency and quality of deliverables, helping them achieve their IT strategy and business goals. • Incident Management and Communication: • Act as a point of contact for any major incidents, managing communication and customer expectations through resolution. • Conduct periodic Service Account Planning and Account Reviews, performing scope and risk management. • Collaboration and Solution Identification: • Work collaboratively with Sales, delivery teams, and customers to identify appropriate solutions to meet customer requirements. • Establish and maintain a delivery governance model with the customer. • Identify and submit delivery leads for new opportunities and contract renewals.
-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting -Work with business partners in identifying performance issues, drafting and executing learning strategy, delivering courses in a professional and “Apple” manner -Accountable for work identified in ADDIE model to provide Apple and third party product and service aspect of learning solution for the Retail Contact Center with creative thinking and methodology -Build an association of trust with contact centre management and to update training progress, understand business challenges and performance gaps of teams and individuals -Engage closely with coaches to ensure lessons learned are implemented, and that training needs identified by the coaches are documented and solutions put in place -Collaborate with regional and worldwide learning team members in content development, content maintenance, and developmental projects -Continue to maintain and update extensive knowledge of line of business, and of products and services of Apple brand and third parties, participate in project updates, and facilitate train the trainer sessions to vendor partner -Utilize learning management systems for registration, administration, delivery and evaluation of training -Prepare training facilities, including rooms, equipment and supplies Ensuring the success of training through analysis, reporting and feedback -Support vendors in learning solutions, including training needs identified through change management and business updates -Support Discovery Center as part of learning solution, its hardware and software logistics, including but not limited to content curation and cross-functional group collaboration
