• Will formulate and conceptualize training modules based on the needs of the employees and the management
  
• Will be responsible for managing the activities involved in the design, preparation, delivery, and need assessment of training and development programs for company managers and employees
  
• Will help determine company needs for leadership development, succession planning, career management, interpersonal skills, and communication training
  
• Will conduct product training for new hires as well as product training before endorsing them to operations, as well as refresher and upskilling initiatives
  
• Will research the latest trends in training provided
  
• Will evaluate employees’ improvement based on the training provided
  
• Will develop methods for evaluation of program effectiveness
  
• Will prepare program reports
  
• Will perform other duties and/or special projects as necessary
  
• Identify training needs and organize training interventions to meet quality standards
  

• Evaluate employees through call listening, side-by-side, live monitoring (quality assurance)
  
• Will monitor trainee performance from training up to nesting, before endorsing them to operations
  
Will provide floor support to agents when not in training

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Requirements

• Atleast 1 year of experience as a BPO Trainer is required.
  
• Experience as a Product Trainer preferred.
  
• Experience with ramping programs (handling consecutive Product Training classes).
  
• Experience in formulating and conceptualizing training modules; able to design, prepare, deliver, and assess training and development programs.
  
• Experience in conducting New Employee Onboarding, Orientation, and Product Training.
  
• QA Experience (call/chats/emails auditing/monitoring) is a plus but not required.

1-3 years of experience