IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story – https://youtu.be/GinyJ-abWJs

About The Job

The Process Trainer is responsible for delivering process training content to the new hires using different learning platforms to increase our learners, engagement, knowledge, skills and efficiencies.

As Process Trainer, You Will…

• Deliver training sessions for Associates to enhance their communication skills
• Analyze and identify knowledge gaps by collaborating with SMEs and other stakeholders
• Review the quality and relevance of the training content and provide recommendations for improvement/enhancement
• Formulate and implement procedures for daily operations, client and internal reporting systems for monitoring performance
• Conduct monthly Training Need Analysis (TNA) to identify problem areas and close the gaps
• Conduct tests/assessments before and after the training interventions
• Participate in calibration meetings (internal and external)
• Develop action plans for the bottom quartile and ensure that they move up the learning curve by means of special coaching
• Disseminate the updates to the floor
• Training/Abay Management – run batches as per the defined metrics and timelines and clear roadblocks if any
• Interact with clients through emails and daily/weekly conference calls to review and resolve training issues as well as implement new process & procedure changes

Requirements

As Process Trainer, You Have…

• High school diploma or equivalent is required
• Minimum 1 year of experience in process training or any similar teaching experience
• Client-facing experience
• Experience in Financial, Technology, Banking, or Customer Service field is preferred
• Experience in content writing or editing, graphic design, or a similar field in another industry is an advantage
• Advanced knowledge on the use of MS Office and/or Google Suite (Sheets, Slides, Docs, Drive) is required
• Exceptional analytical skills to evaluate performance and identify areas of improvement required for the project
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• Experience in facilitating virtual and instructor-led training
• The passion to be a role model that exemplifies our 10 Things (cultural values)
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to assess the “big picture” and draw connections between inputs and outputs
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• A keen eye for detail, the ability to multitask, and strong analytical skills

By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.