We are in search of a process trainer who will develop and coordinate trainings to improve individual, team and organizational performance. The process trainer shall also perform quality assurance to ensure that all agent-customer interactions result in a positive experience and are performed in accordance with pre-determined compliance guidelines, through, but not limited to:
- Assist in the management of client onboarding and training of new team members on the end-to-end process
- Provide training to existing team members as processes evolve and improve to ensure overall team success as processes change
- Track training coverage, identify areas where additional training is needed and ensure post-training support as needed.
- Assist in retraining low-performing team members to assist with improvement and development.
- Provide an interactive training session while maintaining the quality, efficiency and accuracy of delivering knowledge to the clients
- Devise and create training programs and materials according to organizational requirements to enhance the existing learning management systems
- Participate in the design of call/email monitoring formats, quality standards and process improvements
- Perform call monitoring, reports critical errors and provides actionable insights and feedback to the Operations, Training, CEO and HR
- Facilitate call calibration/coaching sessions with the agent to ensure that agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
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WHAT YOU BRING:
- A minimum of two (2) years of commercial training experience in a corporate or contact center industry with emphasis on quality assurance and customer service
- Knowledgeable in different corporate training courses (e.g., Business skills training, soft skills training, presentation skills education and practice, customized onboarding, etc.)
- Organizational and time management abilities
- Exceptional communication, listening and analytical skills.
- Strong interpersonal skills and proficiency in English language (other languages are also encouraged)
- Own work equipment with WINDOWS Operating System (OS) and MS Office
- USB noise-canceling headset
- At least 25 Mbps internet speed and back up internet
- Amenable to working night shifts - Pacific Time (USA)
- Available to start immediately (Do not apply if employed)
Send the following application requirements to be scheduled for an interview:
1. UPDATED Resume
2. Skype ID
3. 30-Second video introduction
Job Type: Full-time
Pay: From Php8,500.00 per week
Benefits:
- Pay raise
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Night shift
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