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Job Description
- Delivering training (all types of training) for Different Criteria.
- Provide Customer Service & Technical knowledge training for newcomers.
- Perform coaching/training for Quality Assurance alerts (Third alert) if applicable
- Review the Knowledge updates and remove of obsolete data on a regular basis.
- Prepare printed and instructional materials to be used in training.
- Prepare any learning materials needed.
- Conduct effective induction sessions and coordinate training activities.
- Reviews the performance of trainees and coaches, monitors their results and gives them direction for ongoing performance and result improvement.
- Measure trainee’s information retention rates by issuing assessment tests and quizzes on training materials.
- Evaluate the delivered training efficiency (training results, survey, role play, etc…)
- Responsible for delivering minor and major updates.
- Follow up with the trainees on shadowing training days.
- Follow up the trainees’s performance.
- Reporting Training batches attendance, verification & performance.
- Preparing and sending training data to the concerned departments.
- Report the training efficiency.
- Keep company vision, mission, and values and follow all policies and procedures.
- Participate in Calibration session with Operations and Quality
- Coordinate with WFM and operations teams on training slots and scheduling
- Actively seek current training methods and best practices to facilitate training
- Performs miscellaneous job-related duties as assigned.
Job Requirements
- Excellent knowledge and command of English written and spoken (C1)
- Preferably Minimum 4 months of travel customer service experience.
- Knowledge of various training and teaching methods.
- Excellent decision-making and organizational skills.
- Ability to design develop, implement, and evaluate training plans.
- Proficiency in MS Office.
- Presentation and Problem analysis skills
- Data gathering and analysis skills.
- Coaching and Facilitation skills.
- Planning and organizing skills.
- Excellent communication skills.
- Problem-solving skills.
- Judgment skills.
- Leadership and motivation skills.
- Good time-management skills.
