Purpose: This QA and Trainer for customer engagement will take full responsibility on the team’s QA management, training and coaching for a customer centric team provide the world class customer service in all channels, including but not limited to WeChat (mini program), FLIGGY, MEITUAN etc.Position summary:Comply with TCTS’s service standard + best practice from the local market, a QA & trainer is primarily responsible for quality assurance, and training. In addition, she or he is responsible for conducting and documenting formal monthly and weekly QA score card and QA improvements.1. Check and review the communication record(tele/platform) to ensure high quality service is provided.2. Control service quality within the team and increase customer satisfactory and NPS.3. Complete quality evaluation and analysis to improve team’s service, meet company’s requirements.4. Update Quality Management Guidelines, conforming to project development.5. Provide 1:1 coach to low performer and work out action plan together with TL.6. Work out monthly/Weekly QA report and team scorecard.7. Train the new employees on our business and operations and help them with learning and developing.8. Make training plans, organize trainings, evaluate, and get feedback from the trainees.9. Develop the training materials, build up knowledge base and structure, deliver knowledge logically. Keep the materials being updated.10. Ask for questions from new employees during the training, solve their problems and provide suggestions on our business.11. Work with TL closely to optimize training process and documents.Skills, know-how and experience:1. Bachelor’s Degree or above.2. At least 2-year experience in quality assurance (QA) or group leader of call centre, familiar with tourism/travel/hotel industry.3. Good coaching and analysis skill4. Independent to solve the problem.5. Capabilities to work under pressure.6. Being experienced in project management or organizational behaviours training.7. Proficiency in office software, such as Word, Excel, PowerPoint, Visio, etc.8. Good written English skill (report, mail communication).9. Being precise and careful on work. Being good at communication, and activities organization and coordination.10. Strong learning ability and execution. Self-study and development. Being positive and responsible on work.