Trainer

On Site : PavasBilingual: B2
The Trainer is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

Job DescriptionEssential Functions/Core Responsibilities Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities Accountable for achieving individual training performance metrics Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required) Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clientsMay support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aidsMeasure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluationRecommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs AnalysisParticipate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
Candidate Profile Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.) Strong communication skills, both written and verbal Proficient in Microsoft Office Demonstrated ability to multi-task, prioritize, and meet timelines on deliverableSelf-starter, sense of urgency, and works well under pressure Strong attention to detail Sense of professionalism and ability to develop good relationships

The Sr. Quality Evaluator - Trainee is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established Client quality standards. This position assists in the output of assessing quality standards, provide insight to Client to contribute to program performance improvements.
Core Responsibilities: Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.Complete Customer Facing Time in a monthly basis to keep update it with Client procedures.Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable).Contribute to maintaining forms and legends documents.Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.Requirements:Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.Strong attention to detail.Self-starter, sense of urgency and works well under pressure.Demonstrated ability to multi-task and meet timelines o deliverables.Proficient in Microsoft Office.Strong communication skills, both written and verbal