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Job Description
- Carrying out training needs analysis to identify the level of people's knowledge
- Designs course materials and other documents such as handouts, manuals and exercises
- Organizes courses to meet the needs of learners and demands of business
- Evaluates the effectiveness of the training and course outcomes
- Liaises with external course providers to be updated with latest Training techniques & program
- Abides to COPC approaches and requirements
- Leverage function performance to meet training metrics targets.
- Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
- Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
- Evaluates agents' responsiveness to training and development.
- Logs in for minimum of 3 hours per quarter in his/her respective projects.
- Ensures training evaluation form is used by Trainees.
- Acts as a Reference for calibration sessions.
- Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
- Perform other related duties
Job Requirements
- Effective Communication Skills
- Have a proper level of emotional intelligence
- Excellent Presentation skills
- Problem Solving
- Analytical Skills
- Ability to spot problems
- Use analysis for better understanding
- Ability to map out issue in a logical and consistent manner
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