Process Trainer (Social Media)

Gratitude Inc

1167 Views

1 month ago

Process Trainer (Social Media)

4-5 Year(s)

25 - 30 Thousand p.m

Cebu Central Visayas (Mandaue City)

Job Description

Key Skills

Social media skills

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Roles And Responsibilities

The trainer plays a pivotal role from start to end of the Domain training that includes the following:

• Participate in KA and KTrelated activities in the account and work with the client and various stakeholders to ensure that processes knowledge is documented and transferred to the operations team

• Deliver Generic Domain Specific Modules along with upskilling resources on process.

• Structure Onboarding Training requirements, Pre Process, customer visits, etc.

• Ensure that all new employees go through the defined new learning path for their respective roles in the account

• Deliver pre-process and process training for new employees

• Support new hires during OJT and GO-live

• Provide refresher and remedial training for existing employees

• Ensure all regulatory requirements are complied with from time to time

• Maintain trainee data and information

• Generate training from time to time

• Support any administrative tasks like trainee roster and scheduling etc.

• Create/Customize training content for delivery

• Provide feedback and coaching to analysts on the floor

• Take ownership for improvement in performance

• Analyze training needs for employees working for the account.

• Responsible for account-level Training metrics

• Responsible for adhering to training standardization guidelines defined by the BU Training Function

• Responsible work with ops to bridge gaps during training.

Certifications and Assessments

Standard Trainer Assessment & Domain Certification

B2 - Domain Process Training Certification

QUALIFICATIONS:

• College Graduate/Bachelor’s degree in any field

• At least 2-3 years of end-to-end training experience handling social media content moderation account

• Must have strong training delivery experience in a BPO setting

• Availability: ASAP joiner is an advantage

• Work Set up: On-site

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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