Trainer at Majorel Kenya

Description

We are looking to hire a Trainer. As a trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.

Responsibilities

New Hire Onboarding

• Introducing new hires to the company values, mission, and vision
• New hire activation through client provided credentials
• Training of new hire batches including offering all the necessary support during the onboarding and nesting phase
• Reporting to the Operations, Training and Quality stakeholders on any significant activity during onboarding
• Provide weekly feedback on the progress of new hire training to Training, Quality andOperations Manager
• Introducing the new hires to the assigned supervisor post training phase

Focused results Improvement

• Work closely with supervisors and quality team to determine training needs
• Prepare training materials needed to conduct an upskilling/refresher training
• Conducting refresher training based on business needs
• Creating assessments to measure success of conducted training
• Attend 100% calibration sessions

Training Content Creation

• Develops program specific and related training curriculum and modules for Product, Soft-Skills and Culture and delivers training to new hires or existing staff to address training needs identified

Knowledge Assessment

• To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product ·
• Drive update dissemination & coverage of new process product updates in the process
• Drive closure on client assigned trainings & refresher modules

Process Improvement

• Evaluate Procedure impacts on results
• Work closely with Ops and Quality team on employee development

Operational Support

• Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the TQC to the Operations Leaders
• Back up for Solution Coaches (Audit, coaching and cascading updates)

Requirements

• Degree/Diploma in education, communication, HR or Public relations
• Proficiency in MS office
• Competency in C1 English and excellent grammar skills
• Minimum 2 years’ experience preferably in a BPO sector
• Overall understanding of customer service industry
• Experience in managing new hire batches