Account Trainer

. KEY RESPONSIBILITIES

• To update and develop TPDM modules as needed
• Delivery of TPDM and other training modules as required
• To collate and maintain records of all training undertaken within Cairo Office. 
• This includes maintaining daily reports & collating weekly reports
• To listen pro-actively to calls periodically and ensure that training is effective
• To periodically take customer calls which will ensure current knowledge of issues
• To conduct quarterly agent self-assessments within Cairo Office, analyse the results 
  & take needed action to fill gaps
• To work in line with EMEA Training & Quality to achieve performance metrics
• To be flexible, independent and innovative 
• To be an escalation point for all matters related to testing and quality assurance
• To manage trainings and continuous learning of Quality Assurance staff by means of 
  short courses, conferences, meetups, and nesting certifications
• To Communicate with Quality and Training Supervisor - on a daily basis ,
  operations Managers and Supervisors – on a weekly basis , Remote sites and Client 
  on a weekly basis