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Posted On: Aug 4, 2022

Location: Remote, PH - Remote, PH

Company: Qualfon

Job Summary

The Training Specialist will enhance the competencies of individual employees by designing and conducting training programs that will boost employee's workplace performance in alliance with department's core values. This position will be responsible for performing training needs assessments, floor coaching, designing and delivering curriculum and learning materials and for managing all phases of training interventions.

Key Responsibilities

  • Identify training needs by evaluating strengths and weaknesses
  • Translate requirements into trainings that will groom employees for their next step in development
  • Develop or oversee the production of classroom handouts, instructional materials, aids and handbooks
  • Direct structured learning experiences and monitor their quality results
  • Acclimate new hires to the business and conduct onboarding sessions
  • Deliver training courses
  • Coach and assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behaviors
  • Periodically evaluate ongoing programs to ensure that they reflect any departmental changes
  • Create performance improvement plans for employees
  • Assess individual or team strengths and weaknesses
  • Build training strategies for counteracting declining performance
  • Support and train compliance for company and company policies
  • Identify skill gaps and training needs of the employees
  • Onboard and train new employees
  • Develop training plan for urgent business needs
  • Manage operation of the trainings to ensure accuracy
  • Maintain a coaching relationship with the team
  • Assure quality of phone calls through daily monitoring
  • Monitor calls and formulate coaching for agents
  • Tailor trainings to address the skill gaps of the team

Area of expertise (Skills)

  • Associates degree or minimum of 2 years college experience or 2 years of training/call center coach experience
  • Strong facilitating skills
  • Experience with Microsoft Office including: Word, Excel, and Outlook
  • Automobile industry knowledge is helpful but not required
  • Speech analytics experience is helpful but not required
  • Experience using Adobe Captivate to build LMS training
  • Experience with knowledgebase systems helpful but not required

Other Skills and Experiences (Min)