Subject Matter Expert

3 weeks ago

Cyberjaya, Malaysia Abhidi Solution Full time

Key Responsibility Areas (KRA’s)

Conducting Product, Process, Behavior, Motivation & Soft skills training.

Design training content, help file and schedule for the training and impart training on Product, Processes Systems, soft skills and mock call certification.

Handling on floor training batches.

Coordination for refresher training bases TNI's.

Support Operations during transitions of various processes.

Conducting monthly client calibrations sessions.

Preparing and administrating periodic performance reviews for agents.

Conducting Job knowledge quiz for the Process.

Providing Improvement suggestions around training delivery/content/deployment.

Any Ad-hoc responsibilities as designated by the supervisor

Key Deliverables (KRA Measure)

Delivering throughput with minimum attrition

Monitoring the agents performance post they are handed over to operations (0-30days)

Conducting refresher and ensuring effectiveness at least 85% of the trained population should improve.

Self-call taking 2 hours per week

Ensuring process PKQ once in a month along with his own/her own.

Self-performance on Customer satisfaction

**Role Title**: Trainer

**Type**: Permanent

**Work Location**: Cyberjaya, Malaysia (Onsite)

Open for Different Nationality as well

Work from Office

**Shift**: Rotational

Good communication and presentation skills

Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)

Ability to handle pressure

Ability to follow instructions and client requirements within TAT and with accuracy

Open to change, Multi-tasking skills

Ability to work within challenging environment with tight delivery timelines

Open to work in rotational and night shifts

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