ROLE: Process Trainer

LOCATION: Kuala Lumpur

Language: Urdu

Role & Responsibilities:

• Train agents on product and process, as and when there are NHT batches
• Monitor contacts and find out areas of opportunity
• Work closely with Ops and Quality team design action plans to plug areas of opportunity
• Responsible for defined trainingconversion
• Managing retention during training
• Consistent alignment with operations by auditing calls, emails, chats, understanding needs, conducting refreshers
• Demonstrating innovation in training by carrying floor requirement into classroom training.
• Maintaining Data as per training Processes
• Drive C-Sat & E-sat initiatives to add value to the Process and customer
• Must have excellent presentation and communication skills.
• Should be able to drive key performance metrics related to training
• Must have the ability to work under pressure & in an unstructured environment.
• Must be flexible to work in 24X7 environment.
• Must be flexible to being up-skilled on VASS & quality
• Excellent communications skills
• Proficient with MS Office
• Production hours to be given weekly in the absence of NH training

Desired Skills:

• Good in communication and Analytical skills
• Good Presentation and content delivery skills
• Good inter personal skills
• Good Knowledge of basic company policies
• Good technical knowledge

Other Qualifications:

• Diploma or Bachelor’s Graduate with 4-6 years work/industry experience, preferably with 1 year experience in a training role.
• Experience in Content Moderation project is a plus
• Ability to motivate teams and rally the group toward organizational goals
• Excellent oral and written communication skills.
• Strong knowledge of cultural context in the user countries supported
• Good knowledge of language of the countries supported is an advantage
• Analytical frame of mind.
• Passion for learning and problem solving.