Trainer A Trainer plays a vital role in the Business Unit by implementing training modules provided by the clients, evaluating trainees' performance based on client's metrics and makes recommendations in endorsing trainees to production.
A Trainer prepares Daily Training Summaries to keep all parties concerned updated with regards to headcount, training progress, performance management, and attrition.
Core Responsibilities: - Conduct Product Specifics Training to Customer Service Associates (CSA's) and evaluate the latter's progress during and beyond the training period, as needed - Implement the training needs analysis (TNA) process to identify skills or competency gaps and establishes measures to track trainee's progress - Develop and execute innovative strategies to ensure the CSAs have the necessary skills and competencies to meet client expectations and service levels - Keep up-to-date on overall activities of the training class, identify problem areas, and take corrective actions - Monitor trainees' performance and see to it that optimum levels are met prior to certification otherwise smoothly ease out trainee from training - Ensure that the Daily Training Summary (DTS) which consist of trainees' data compilation, attendance report generation, and accompanying analyses are completed and provided to the Senior Trainer immediately after training - Coordinate with HR, Finance/Admin, IT, TQA, and Ops for possible trainees' concerns during training - Ensure the timely and accurate production or reproduction of needed training materials, preparation of training supplies, and reservations of training rooms - Attend TQA Global Meetings, QA calibration sessions, and similar get-togethers to become updated with latest concerns and issues in the department and in the program - Routinely provide guidance to and assist in the training of less experienced staff - Manage trainee discipline and grievances - Serve as a role model to the trainees by dressing properly and following all the standard operations procedures as agreed
**Requisitos**:
**Minimum Qualifications**: - C1 or C2 English Level - University or Technical Degree to related to the position - At least 1 year of Full-time Trainer in BPO environment - Bachelor's Degree related to the position - Good communication skills - Strong leadership and coaching ability - Communication Skills Training experience preferred but not require - USA Visa and Passport up to date - Covid vaccination scheme complete