Kenya | Trainer | Nairobi

Training/Quality - Trainer

Responsibilities  

New Hire Onboarding and tenured employee upskilling 

• Introducing new hires to the company values, mission, and vision 
• New hire activation through client provided credentials. 
• Set up and maintain training facilities and related training materials. 
• Deliver training to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.  
• Promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance.  
• Provide and manage a training environment that fosters trust, learning, and performance. 
• Offering all the necessary support during new hire onboarding and nesting phase. 
• Collecting new hire training feedback and submitting the same to the Training Supervisor. 
• Documenting, maintaining data and progress of new hire/existing employee trainings. 

Focused results Improvement  

• Deep dive into data or conduct evaluations to determine training needs. 
• Conducting refreshers based on CSR performance and business needs. 
• Measuring the effectiveness of training sessions and preparing individual or team progress reports. 
• Observing the daily operations of CSRs and identifying any areas of improvement. 

• To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product. 

Training Content Creation 

• Developing education materials, such as digital presentations, how-to manuals, and instructional videos. 
• Consistently refurbish training content based on business product or procedure changes. 
• Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments. 

Knowledge Assessment 

• Drive update dissemination & coverage of new process product updates. 
• Drive closure on client assigned trainings & assessments. 
• Design and implement product, soft skills knowledge assessments followed by required refresher sessions on the floor. 

Reporting and Process Improvement  

• Evaluate procedure impacts on results. 
• Work closely with operations and quality team on employee development. 
• Assist in daily administration of the Learning Management System. 
• Mentor and coach apprentice trainers or train newly assigned trainers. 

Operational Support 

• Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the Training & Quality supervisor/Manager to the Operations Leaders. 
• Back up for Solution Coaches when required (Audit, coaching and cascading updates). 
• Work in conjunction with the Quality Assurance team to ensure training and quality goals are met. 

Requirements  

• Degree/Diploma in education, communication, HR or Public relations 
• Minimum 2 years’ experience preferably in a BPO sector. 
• Proficiency in MS office 
• Competency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills. 
• Adapt well to change and successfully set and adjust priorities as needed. 
• Overall understanding of customer service industry 
• Experience in managing new hire batches. 
• Previous experience in a similar role. 
• Strong facilitation abilities and mentoring skills. 
• Excellent planning and time management skills. 
• Ability to breakdown complex concepts into simple, understandable topics 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures. 
• Ability to effectively present information and respond to questions from management, peers, and customers. 
• Self-driven, proactive and team player. 
• Ability to create good and strong work ties cross departments.