Trainer Canada French Call Center
Equifax, Inc
Heredia, Heredia, Costa Rica
hace 6 días

A Training Specialist is effectively responsible for learning & becoming proficient in assigned processes. This person will not only deliver training as needed but also will be in charge of assessing knowledge among the trainees and communicating results on a regular basis to all the parties involved.

A trainer will be responsible for overseeing all day-to-day efforts of maintaining all SOP’s up to date. Plan, coordinate and monitor the flows of all processes as new associates are hired.

Trainer will hold continues calibration meetings with all Business Owners, Subject Matter Experts, Team Leads and Supervisors on any modification of processes & communicate those accordingly.

Duties and Responsibilities

  • Provides all standard operation procedure and manual to new hires staff and any tools that may be required to accomplish the training.
  • The new hires will be tested and feedback giving to supervisory staff as well as Senior Management for calibration of class.

  • The trainer follows up and review new hires performance with the supervisory staff to accomplish learning curves (production & quality).
  • Evaluates new hires knowledge and understanding and to reinforce any potential weaknesses that might requires additional training.
  • Attend weekly, bi-weekly, monthly meeting with support staff and Business Owners and Senior Management
  • Works with QA to develop action plans for Outliers.
  • Creates assessments to leverage knowledge among agents.
  • Uses existing procedures to make routine decisions
  • Analyzes discreet sets of information in routine situations
  • Follows established processes or work plans and taking direction from others
  • Manage performance of staff using best-in-class company practices, including proactive coaching and up skilling to develop, empower and refine skill sets of trainees.
  • Business Competencies

    A Training Specialist should be detail-oriented with excellent communication skills, both written and verbal. He or she should possess a professional demeanor as well as multitasking, problem solving and organization skills.

    The candidate should also be able to work well in a team setting and should be able to deal actively with customer satisfaction.

  • Great listening and communication skills to support the learners in their environment
  • Personal development and Conflict management
  • Must have flexibility to work extended hours.
  • Demonstrates an ability to multitask
  • Interacts effectively with management and customers at all levels.
  • Serves as a role model for others by demonstrating appropriate business conduct and ethical principles
  • Apply and understand monitoring records and related documentation.
  • Prioritizes and organizes own work to meet deadlines and deliver quality results.
  • Effectively balances quality and speed to deliver expected results
  • Ability to work under pressure with high performance teams and collaborative work culture.
  • Organizational Competencies :

  • Business Knowledge - Demonstrates general business knowledge developed through education or past experience; Looks for opportunities to build awareness of Equifax's core services / products and how those offerings are used by customers
  • Problem Solving and Decision Making - Analyzes discreet sets of information in routine situations, seeking guidance from more experienced colleagues to help interpret findings and resolve areas of ambiguity;
  • Uses existing procedures to make routine decisions that require limited judgment, recognizing when a problem is outside own scope of responsibility

  • Influence - Exchanges basic information, asks questions and checks for understanding; Works effectively with differing work styles, leveraging relationships with colleagues to learn more about the key stakeholders within own team or part of the function
  • Execution - Organizes own work, following established processes or work plans and taking direction from others; Consistently honors commitments and demonstrates perseverance when faced with obstacles
  • Customer Value Creation - Asks questions and seeks information to gain a foundational understanding of customer needs or critical issues;
  • Provides basic information, data and tools that support the prioritization of issues in light of customer's needs

  • Talent Development - Asks for and openly accepts performance feedback from peers and more senior colleagues to build awareness of strengths and development needs.
  • Actively responds to requests for individual feedback, taking time to reflect on colleagues' strengths and developmental opportunities
  • Requirements and / or Experience :

  • Excellent understanding of the Canada business is a must
  • Outstanding communication skills both written and verbal
  • Team Player, Adaptable, Proactive.
  • Excellent people skills (soft skills)
  • Schedule flexibility
  • Excellent interpersonal conflict resolution skills.
  • Basic MS Office Skills (Excel, Power Point, Word)
  • French Level C1, English Level B2.
  • Previous teaching experience is a plus
  • At least one year in current position.
  • Be in good standing. No PIP or disciplinary measures in the last six months.
  • Primary Location : CRI-Heredia

    Function :

    Function - Fulfillment / Operations

    Schedule : Full time

    Full time

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