Trainer, Retail Customer Care

2 weeks ago

Hyderabad Telangana, India Apple Full time

**Summary**

Posted: 5 Mar 2025

Weekly Hours**:40**

Role Number**:200593252**

As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life. The Learning and Quality team is looking for a determined individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams understand that on day 1 of their Apple journey.

**Description**

In this role, you will work with the learning and quality team (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You are one of the first points of contact for new hires and responsible for facilitating all learning programs in Retail Customer Care. A Trainer ensures the success of training through analysis, reporting and feedback and will also need to maintain extensive knowledge within all lines of business, products and services. They will be also be responsible to design and implement learning programs. This role requires the utilization of learning management systems for registration, administration, delivery and evaluation of training also prepare training facilities, including rooms, equipment and supplies. A Trainer onboards our vendor, which includes facilitating train the trainer, supporting classroom observations, providing facilitation feedback and evaluating our partners. In preparation for classroom delivery, Trainers are to shadow the business, review contacts and attend calibrations to help deepen their expertise across all of RCC. Trainers will also collaborate with regional and worldwide learning team members in content development, content maintenance and developmental projects. In addition, they are also responsible for managing the logistics of the Discovery Center, including but not limited to content curation and worldwide collaboration. A trainer is also responsible for executing on-demand contact reviews and interaction evaluations in accordance to RCC ’s Quality Standards. They also help to identify knowledge gaps and help to build behaviour-based coaching plans based on qualitative and quantitative insights. They regularly participate in calibration activities and excel at being an expert and aligning the team to the most up-to-date Quality standards.

**Minimum Qualifications**
- Proficient in both Hindi and English
- Experience understanding contact centre key metrics and supporting from a training and quality perspective
- Excellent presentation and facilitation skills
- Ability to assess learning needs and identify performance gaps

**Preferred Qualifications**
- Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals
- Experience defining curriculum strategies and learning plans
- Understanding of learning management systems, performance data analysis and reporting tools
- Experience designing and developing training content, courses or programs, and training evaluation
- Ability to work efficiently under deadline with numerous projects on hand
- Strict adherence to company policy on confidential materials

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