Trainer Coordinator  

Communication

• Performing and participating in regular calibration, capacity planning, intraday, client, and train-the-trainer sessions, as required
• Supporting the TQM, PS, BM, and Trainer in setting any recursive or improvement training programs and action plans for CSRs.
• Working with TQM to ensure up-to-date and accurate training information is online and in a user friendly format for users.
• Reporting on all daily training completion rates and/or the scoring internally/externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Training & Quality Manager.
• Escalating when there are questions on product or online content.
• Attending internal local meeting (staff or with other departments).
• Keeping high level of own expertise, taking initiative to understand.
• Gathering up-to-date information and integrating feedback into the best practices.

Training

• Following training and development guidelines as defined by the company.
• Providing forecasted monthly training hours to AM, TQM, BM, and Client as needed
• Maintain all monthly recursive training trackers and completion rates
• Working with TQM and Trainer to develop and ensure proper creation of product training materials
• Setting up and implementing training follow-ups with TLs and Trainers
• Coordinate with RTR and the scheduling all future training units
• Evaluating training/online training and its effectiveness
• Setting up and implementing training follow-ups after all training is completed.
• Working with Trainers and Client Services to create tests for each online course, ETA, and monthly NuSkill Assessments.
• Participating to the analysis of the product test results.
• Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.

Knowledge Management

• Collecting product information from the client, TQM, client services, etc.
• Spreading product knowledge to operations.
• Updating existing procedures.Participating to creation of new procedures, routines etc.
• Updating knowledge management database.
• Testing procedure in production and suggest enhancement.
• Collecting and assessing feedback and taking actions accordingly.
• Analysing the usage of Knowledge Management database and taking actions accordingly.

Quality

• Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
• Defining and designing action plans for quality improvement together with TQM, clients, Team Leaders and Business Managers.
• Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
• Using the Group Report, if needed, as an extended means to review performance of the team/agents.
• Understanding and supporting clients and company needs and requirements for Quality Improvement.
• Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
• Using Quality Centre (scoring sheet, volume, report etc.).

Process & Integrity

• Ensuring that Transcom WorldWide standard procedures are implemented and complied with at all times.
• Responsible for keeping and archiving a library of product knowledge material/modules.
• Ensuring that all product material, equipment and logistics are available and updated before training sessions.

Culture

• Promote a culture of quality and know-how for all products and services delivered to clients and customers.
• Provide input on CSRs results which will impact their Reward & Recognition scheme for quality and competence purpose.
• Liase with BM/TL/TQM or other Departments/HRM so as to maintain communication and to understand all necessary aspects and needs of employees training and development, and to ensure they are fully informed of training and development objectives, purposes and achievements. Supporting the development of each team and ultimately each agent.
• Providing feedback to TQM Governance for improving standards and processes.

Work Experience:

• Have worked in a training, quality and/or operations department.
• Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
• Have a proven and successful track record of effective training in the CRM business or a closely related industry.
• Have experience in monitoring/coaching skills related to behaviour-specific feedback.
• Have worked in a data-driven environment

Skills Requirements:

• Manage your time effectively and be focused