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Soft Skills Trainer

2 weeks ago

Subang Jaya, Malaysia EPS Ventures Sdn Bhd Full time

**Position Title**: Soft Skills Trainer

**Working location**: Subang Jaya

**Working hour**: Shift basis

**Tenure**: 2 years Contract

**Salary offered**: RM 5000 - RM 5500

**Responsibilities**:

- Create and develop new training material to improve the overall center communication level (particularly Soft Skills, accent remediation, communication specific to offshore, etc.)
- Delivery of Soft Skills training including customer service, communication, accent remediation, and technical writing
- Evaluate Analyst(s) and recruits based on successful absorption of the material.
- Conducts soft skill onboarding training for newbies
- Work closely with the Training Lead to evaluate existing material for timeliness, content, and gaps.
- Conducts call barging and mock calls as needed.
- Monitor CSAT communication scores on a weekly/monthly basis.
- Work closely with the respective team working hours (Night shift) on a Monthly basis to monitor their performance closely.
- Collect/Obtain feedback from GL and provide individual refresher if necessary for the existing analyst
- Prepares Evaluation/Feedback reports on related coaching or mentoring.
- Provide onboarding schedule as per Trainer Lead request
- Update communication portion of the action plan file
- Develop evaluation questions for soft skill (Quarterly basis) and scoring system.
- To attend training and conference that been conducted by Redlands, USA
- Attend common meetings - Weekly Leads Meeting, Enablement Meeting, Training Team Meeting
**Job Requirements**:

- Bachelor's Degree in English communication, TESL, mass communication, or any that is related
- Minimum 3 years of working experience related to training preferably from call center/sales/customer service background
- Excellent communication in the English language due to business needs

**Job Types**: Full-time, Contract
Contract length: 24 months

Schedule:

- Monday to Friday
- Night shift