L&D Executive

15 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia NERA GROUP Full time $30,000 - $60,000 per year

Job Description:

We are seeking a motivated and experienced Trainer to join our team. The Trainer will be responsible for designing, delivering, and evaluating training programs for new hires and existing employees to ensure they are equipped with the skills, product knowledge, and customer service standards required to deliver world-class support.

Key Responsibilities:

Training Delivery

  • Conduct onboarding, process, and soft-skills training for new hires.
  • Deliver training aligned to client requirements, service level agreements (SLAs), and performance metrics.

Curriculum Development

  • Create and update training materials (manuals, guidelines, presentations).
  • Incorporate simulations, role plays, and case studies for practical learning.

Assessment & Coaching

  • Assess trainee performance through quizzes, chat testing, and hands-on evaluations.
  • Provide structured feedback, mentoring, and coaching to the existing employees.

Operational Support

  • Collaborate with Quality Assurance (QA), Operations, and HR teams to identify training needs.
  • Conduct training needs analysis (TNA) based on KPI data and client feedback.

Reporting & Compliance

  • Maintain accurate training records and generate reports on training effectiveness.
  • Suggest improvements to training delivery and knowledge management.

Qualifications & Skills

  • At least 1–3 years' experience as a Trainer with Quality knowledge in the Customer Service BPO Industry, preferably with Thai client exposure.
  • Strong facilitation, presentation, and coaching skills.
  • Excellent communication in English and Thai (spoken and written).
  • Proficiency in MS Office, Google Drives, and virtual training tools (e.g., Lark and Google Meet).

Preferred Attributes

  • Prior experience in training for customer experience, technical support.
  • Knowledge of CS KPIs (AHT, FRT, QA scores).
  • Strong interpersonal skills, approachable, and supportive.
  • Ability to handle multiple training batches and meet deadlines.

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