Job Description

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Training/Quality - Trainer

1.1 Role Type - Overhead / Account

1.2 Role Mapping and Context - This Role encompasses the following roles under old naming conventions / structures:

• Program Trainer / Account Trainer

1.3 Reporting Structure

Reports to Main Responsibility

Training Supervisor

This position ensures that quality procedures are aligned across the Account and in accordance with Majorel-wide standards, documented, audited and maintained. This role is responsible for achieving customer satisfaction goals in the Account and for ensuring new hire training as well as continuous training of employees based on th organizational and individual needs.

Next Subordination Level Main Responsibility

None

1.4 Purpose of the Role

This Role is responsible for preparing and delivering trainings to new hires and existing staff.

1.5 Prerequisites for Hiring

Language Skills

• Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language relevant for LOB

Education / Experience

• Minimum of 6 months of relevant work experience in Call Centre or similar business
• Trainer either need to have relevant LOB knowledge/experience or Trainer knowledge (independent of business)

Computer Skills • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)

Other

• Good organizational, time management and prioritization skills
• Willingness to travel

1.6 Responsibilities, Expected Results, Skills and Knowledge Required

Responsibilities and Tasks Skills and Knowledge

• Represent Majorel and the client in a professional manner
• Adhere to local call center processes and accurately capture work load
• Knowledge of Majorel offer - high-level knowledge all supported (Microsoft / other) LOBs
• Knowledge of call center processes including utilization tracking – time tracking tool taxonomy, functions, reports, impact on invoice etc.
• Responsible for developing different modules to address identified training needs - combining program knowledge and soft skills
• Create learning training content (concepts, material and schedules) and KB content that support both program / process / tool knowledge on the one hand and soft skills / communication skills on the other hand; ensure that both are knowledge and skills are adequately aligned and up to date
• Document and issues and updates constantly; pass on updates to the team through alerts and update trainings; maintaining curriculum update process
• Create knowledge and skills tests and ensure they are rolled out as intended
• Ensure training evaluation (test and feedback mechanisms) within and after the training is done as per designated process
• Translate/transform given training needs into learning objectives and actions how to achieve them
• Ability to create and update a training plan/ curriculum
• Knowledgeable of how people learn principles
• Know, understand and is able to use different training delivery methods, forms and styles
• Ability to create, structure and priorities training content, materials, exercises and tests by in cooperating product, process and soft skill knowledge
• Create eLearning and blended learning content
• Know measures to create effective test and scoring
• Know training schedule standard template
• Knows, understand and can apply training evaluation process
• Knows, understands and uses the training material and curriculum update process
• Update processes – CR, RIA, TTT, issue log
• Ability to create, edit and delete VKB/KB articles (technical skill)
• Ability to create training aids (handouts, scavenger hunts, job aids) and KB/KMS content
• best structure
• visualization
• tailored purpose
• Use of iposo eLearning tool and reports
• Responsible for autonomously delivering both soft skill and technical training to new hires, existing agents, support staff and overhead roles
• Responsible for tracking all training activities in the appropriate templates and/or tools (e.g. TDB training section or MSLMS)
• Training delivery skills/facilitation skills in different learning environments ( class room, blended learning)
• visualization
• guide discussion
• involve participants
• presentation skills
• recognize learning styles and group dynamics and flexibly adapt methods and pace to requirements
• Feedback skills
• Ability to handle conflicts; escalate
• Time management
• TDB or equivalent tool - training /assessment section usage and reports
• Participate in TTT sessions and other training or knowledge-related client meetings and follow up on issue logs; actively participates in new / revised process and document reviews
• Regularly do frontline work to maintain working knowledge of the program and tools
• Knows and understand and act according to internal and external communication as well as internal and external escalation procedures
• Effective communication towards trainees/co trainers/management/ client
• Ability to take calls
• Assist Solution Coaches, assist with calibration for monitoring; may back up SC; One-to-one coaching
• Understand operational [Ops & Quality] KPIs knowledge of survey process (data flow; filters, rules, questionnaire) and standard CSAT reports (trend charts, agent performance, driver chart…)
• Ability to monitor and coach:
• Calibrating with monitoring form; coaching; SC skills
• Verbatim categorizer and/or CAT tool
• Verbatim / case category calibration, analysis process; appeal process if applicable
• Action plan structure – internal and client-facing
• Basic knowledge of HR processes for CSR-level actions – limitations, bonus and incentive structure

1) Rules and other guidelines provided by employer

2) protecting personal, client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship

3) informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

4) assuring through following all policies and guidelines the appropriate use of the information and information systems and its resources

5) following information security and privacy protection responsibilities written in the authorization annex

6) participating in the trainings organized by the Employer, including trainings for protection and processing of data

• Proficient knowledge of processed and policies and willingness to ably those; ability to "lead by example"

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.