Conduct and arrange on-the-job training for new hires and current employees in Operational Areas; including procedures, processes, product, and client training and maintain up to date manuals, scripts, and other job aid documents.
What you’ll do
Provides all standard operational procedures and manuals to new hires staff and any tools that may be required to accomplish the training.
The new hires will be tested and feedback given to supervisory staff as well as Senior Management for calibration of class.
The trainer follows up and reviews 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 require additional training in partnership with quality procedures.
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 discrete sets of information in routine situations
Continuously get re-certified by quality by achieving the target.
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.
Certify knowledge by processing cases once a month within QA target
What experience you need (3-5 bullet items highly recommended)
Bachelors degree in Education
English level both written and verbal (B2+ / C1)
What could set you apart
Outstanding communication skills both written and verbal.
Team Player, Adaptable, Proactive.
Excellent people skills (soft skills).
Excellent interpersonal conflict resolution skills.
Previous teaching and training experience is a plus.
US GCC / GCS knowledge is a plus.
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24 / 7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association and organizational growth potential through our online learning platform with guided career tracks.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.