Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise™. They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. 

Scope:

The Trainer role is vital for delivering high-quality pre-process and process training to new hires, ensuring they are well-prepared for their roles. This position focuses on upskilling and updating the project knowledge of BAU teams, using effective learning methodologies to enhance overall performance. By running PKTs and collecting evidence for knowledge improvement, the Trainer contributes to continuous development and operational excellence. This role is crucial in maintaining a knowledgeable and proficient workforce, supporting the organization's goals and ensuring a high standard of service delivery.

Responsibilities:

• Plan, develop and facilitate internal training for new and existing personnel
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
• Monitor the progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
• Provide constructive coaching and feedback to associates
• Training effectively and efficiently.
• Design and evaluate training and performance interventions (pre and post-training assessment)
• Identify performance gaps, and causes of performance gaps and provide solutions to the training and production teams.
• Actively monitor calls by listening to the agent's calls (Recorded / live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• To be updated on all process-related information for training purposes and available to take calls to keep in touch with operations
• Publish daily / weekly/monthly reports to stakeholders

Qualifications & Requirements:

• Customized working schedule depending on the service window received from the client
• Capable of working flexibly in a team environment, driven by the motto that Together Everyone Achieves More
• Preferred: Candidate must possess at least a Bachelor's/College Degree, in any field.
• 2+ Years experience as trainer in customer service environment
• At least 1 year of working experience in a fintech, banking or a related field is required for this position.
• Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
• Excellent written and verbal communication skills
• Must possess good presentation skills
• Excellent Organizational and planning skills
• Good understanding of Group Dynamics (diversity)
• Experience in MSOffice applications like Word/Excel/PowerPoint
• Analytic and Results Oriented
• C1 German and English
• Strong experience in presentation skills
• Experience in Customer Support/Customer Relationship/Customer Service
• Hands-on experience in back-office activities – Live Chat and Social Media

Does this sound like you? We would love to receive your application!