Overview

• Salary

  5,000 MYR ~ 6,000 MYR

• Industry

  Call Center

• Job Description

  <Job Summary>
  The Project Trainer will deliver project-specific product and system training to customer service agents, and develop strategic training solution to meet the business needs of the client/project.
  
  <Duties & Responsibilities>
  Identifies skill sets required for each knowledge area of the training.
  Conducts new hires on-boarding training as per lesson plan and building blocks.
  Conducts refresher training for tenured agents, as needed.
  Validates knowledge and skill transfer via sample call evaluation and role play as per required skill sets.
  Creates, curates, and updates training materials for blended learning (digital and conventional).
  Evaluates training effectiveness and proposes areas of improvement
  Creates and publishes monthly quiz questions in LMS to align and validate agents' knowledge and skills.
  Proposes training solution (non BAU) to address current business needs/gaps.
  Collaborates with local supervisor, team leader and QA for any quality issues, provides improvement plan if required.
  Attends calibration/alignment session with client, operations and QA on a regular basis.
  Compiles, analyses and presents training data/report to superior, operations and client.
  Motivates and cultivates good work habits and etiquette among the agents.
  Mentors and coaches agents for performance.
  Attends to other ad hoc tasks assigned by the superior or client.
  
  <Key Competencies>
  Training Delivery
  Training Content Design & Development
  Business Alignment
  Digital & Blended Learning
  Assessment Methodology
  Coaching & Mentoring