Vanessa Ding

Experience

• 

  Sutherland Global Services

  Apr 2015 - Oct 2016

  Training Specialist

  - Be responsible for New-Hire training and establish their trust and expectation to company via comprehensive and detailed introduction and training.- Trained more than 1000 training hours for the constants position with 400 trainees.- Based on Client and Operations’ demands, create training material and arrangements. - Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.- Tracking the performance of New-Hire and implement training follow-up plan to support employees to transfer the knowledge and skills they learnt at classroom to right reaction in the workplace. Show less

• 

  Majorel China

  Nov 2016 - now

  - Regular analyze quality metrics based on audit results, and conduct further plan and actions to improve.- Regular organize calibration between evaluators to ensure the accuracy and alignment of evaluation result and quality standards.- Analyze the RCA of customer experience and provide solution and action plan for operations.- Solve and tracking customers’ complaint, conduct action plan to prevent to occurring the same issue.- Lead and manage QA to complete workload on time and evaluate their performance based on incentive to achieve Quality KPI.- Monitor the incentive of advisors based on quality evaluation to ensure and motivates the quality of business.- Conduct deck and support the Project Manager to review businesses performance in monthly/quarterly meeting with client.- Analyze training needs, provide proper training programs for associates relevant to their occupation and in alignment with business need/requirement.- Develop related courses to focus on the learning and development of employees.- Set up and realize monthly/quarterly/annually Training Plan. Ensure the updated training record system is in place.- Optimize the training curriculum and structure to improve project operation.- Supported the Project Manager for business review meeting with client. Show less

  • Customer Account Manager

    Dec 2021 - now

  • Quality Manager

    Nov 2016 - Dec 2021