Trainer

Training & Quality:

• Training needs diagnosis
• Receive the training of the product and its changes by the client, to then provide the training to CSR
• Provide initial training to new CSRs (on product, telemarketing, and computer tools) for their incorporation into the service
• Provide recycling training on qualitative aspects of service to the CSRs that need it (telephone procedures and/or management) to correct deviations
• Provide specific training of new products and prepare CSR
• Attend and participate in training plans that are established in the company for recycling and development
• Shadowing and audits
• Any other function that is considered relevant and necessary in the business

Administrative Tasks:

• Prepare manuals, contents/training plans, and update existing ones by selecting real examples (monitoring) for use in training activities
• Elaborate, pass and correct examinations of general notions to the CSRs after the initial selective training, to evaluate their use
• Plan, perform and correct the knowledge exams of the training of recycling of the CSRs after it, to evaluate its effectiveness
• Prepare reports of the training provided
• Use the specific quality forms so that the process is documented
• Manage training actions, registering trainees, the dates of delivery for further monitoring
• Any other function that is considered relevant and necessary in the business.

Service Development:

• Participate and collaborate in the Performance Evaluation processes established by the company in order to encourage the development of skills and competencies
• Communicate improvement proposals
• Any other function that is considered relevant and necessary in the business

Security Tasks & Responsibilities:

• Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
• Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
• Informing immediately the direct supervisor about possible threats and incidents impacting normal  workflow and data processing
• Assuring through following all policies and guidelines the appropriate use of the nformation and   information systems and its resources
• Participating in the trainings organized by the Employer, including trainings for protection and processing of data