
Customer Service Training and Development Specialist
16 hours ago
Job Title: Trainer and Coach
We are seeking a professional to develop process notes, train content, workbooks, and assessments.
About the Job
This role is responsible for frequent needs analysis to understand knowledge gaps and design modules to address them.
Key responsibilities include training all new hires, preparing them for their roles, and owning critical KPIs for the first 45 days.
The ideal candidate will be able to identify critical issues in processes and bridge the gap. They will also develop individual improvement plans and train non-performers.
Frequent audits of customer interactions will be conducted to find patterns of agent mistakes and develop short training materials.
This role involves ownership of knowledge transfer, rolling out process changes, and reviewing the knowledge base.
Requirements:
- Proven experience in classroom, online, and blended training delivery of at least 4-5 years.
- Practical implementation experience of ADDIE and Kirkpatrick evaluation Models.
- Well-versed with Microsoft PowerPoint and Microsoft Word.
- Strong problem-solving, communication, and team skills.
- Fluent in English (both written and spoken).
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