Job Description

Company Overview

Incumbent will be work under one of the direct selling company specializing in patented wellness technologies, offering products aimed at improving energy, sleep, stress management, and overall vitality.

Job Summary

Training & Development

• Conduct induction training for new hires across APAC.
• Perform Training Needs Analysis (TNA) to identify gaps.
• Design and deliver structured training roadmaps (new hires, updates, soft skills, ongoing development).
• Update training materials, SOPs, and knowledge base content.
• Facilitate culturally sensitive learning sessions.
• Track post-training performance and provide coaching.

Quality Assurance & Continuous Improvement

• Conduct QA assessments (calls, chats, emails, compliance reviews).
• Analyze QA results, identify trends, and recommend improvements.
• Develop QA scorecards and audit templates.
• Partner with CS Managers to implement improvement plans.
• Perform root cause analysis and drive preventive solutions.

Cross-Functional Alignment

• Collaborate with Operations, Sales, Marketing, IT, Compliance, and Supply Chain.
• Communicate product/system updates to CS teams.
• Support product launches and market expansions with tailored training.
• Travel occasionally within APAC for training and audits.

Operational Support

• Provide coaching in absence of CS Leads/Managers.
• Represent company professionally and uphold global CS standards.

Job Requirements

• Degree in Business Administration, Marketing, Operations Management, or related field.
• Minimum 8 years in customer service, call centre or CS training.
• Fluent English & Mandarin preferred; Cantonese or other APAC languages highly valued. 
• Familiarity with Exigo, Five9, or similar CRM/contact centre platforms.
• Skills:
• Training design & delivery
• QA assessments & improvement plans
• Soft skills coaching (communication, empathy, de-escalation)
• Strong facilitation across cultures
• Analytical ability to interpret QA/training data
• SOP/manual development
• Collaboration & influence without authority
• Ability to travel within APAC, adaptability in fast-paced environments.

Skills