Description
We are looking to hire a Trainer. As a trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.
Responsibilities
New Hire Onboarding

Introducing new hires to the company values, mission, and vision
New hire activation through client provided credentials
Training of new hire batches including offering all the necessary support during the onboarding and nesting phase
Reporting to the Operations, Training and Quality stakeholders on any significant activity during onboarding
Provide weekly feedback on the progress of new hire training to Training, Quality andOperations Manager
Introducing the new hires to the assigned supervisor post training phase

Focused results Improvement

Work closely with supervisors and quality team to determine training needs
Prepare training materials needed to conduct an upskilling/refresher training
Conducting refresher training based on business needs
Creating assessments to measure success of conducted training
Attend 100% calibration sessions

Training Content Creation


Develops program specific and related training curriculum and modules for Product, Soft-Skills and Culture and delivers training to new hires or existing staff to address training needs identified


Knowledge Assessment

To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product ·
Drive update dissemination & coverage of new process product updates in the process
Drive closure on client assigned trainings & refresher modules

Process Improvement

Evaluate Procedure impacts on results
Work closely with Ops and Quality team on employee development

Operational Support

Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the TQC to the Operations Leaders
Back up for Solution Coaches (Audit, coaching and cascading updates)

Requirements

Degree/Diploma in education, communication, HR or Public relations
Proficiency in MS office
Competency in C1 English and excellent grammar skills
Minimum 2 years’ experience preferably in a BPO sector
Overall understanding of customer service industry
Experience in managing new hire batches