24 Jan 2023

Trainer at Majorel Kenya

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Job Description

Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.

Summary

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




Method of Application

Submit your CV, copies of relevant documents and Application to  [email protected]
Use the title of the position as the subject of the email

Closing Date : 20 February. 2023





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