Job Description

Job Category: Customer Service & Contact Center Operations
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RESPONSIBILITIES & TASKS:

• Manage and execute quality assurance activities to ensure service excellence and compliance with standards.
• Coordinate regular performance evaluations and prepare detailed reports to identify and address the areas for team and individual development.
• Develop and deliver training programs covering onboarding, skill enhancement, certification support, and ongoing learning.
• Conduct assessments to gauge training impact and team competency; continuously update resources to address skill gaps.
• Facilitate workshops and learning sessions that encourage knowledge exchange and skill advancement.
• Collaborate actively with support leaders and business stakeholders to align training and QA efforts with operational goals.
• Drive digital transformation by supporting citizen development initiatives and promoting the use of DX tools within the team.
• Adhere strictly to company policies regarding safety, compliance, and ethical work practices.
• Collaborate with local HR on the Corporate learning & development initiatives and programs.

SKILLS & QUALIFICATIONS

• Preferably 5-7 years' relevant experience in Contact Centre industry.
• Experiences in Talent Development, Quality Assurance, Training Coordination within Customer Services environment.
• Bachelor's degree in Business Administration, Human Resources, Education, Information Technology, or a related field is preferred.
• Relevant certifications such as Certified Quality Improvement Associate (CQIA), Certified Professional in Learning and Performance (CPLP), or equivalent are advantageous but not mandatory.
• Demonstrated proficiency with learning management systems (LMS), digital training tools, or quality assurance platforms is a strong plus.
• Demonstrates excellent service orientation combined with a customer-focused mindset, aiming to elevate customer experience continuously.
• Possess analytical skills to interpret performance data and training feedback, converting insights into impactful improvement programs.
• Detail-oriented with a proactive and collaborative mindset, committed to continuous improvement.
• Strong organizational and communication skills, capable of effectively coordinating with various teams &conduct training, coaching with staffs.
• Strong DX Capability to driver citizen development and accelerate digital transformation.

About Us:
About Us
FUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.
About the Team: At Fujifilm we create innovative products and deliver effective solutions in a wide variety of fields to server society, contribution to the quality of life, and enhance environmental sustainability.

Skills Required