Share this Job

Trainer

Date: 08-Jun-2019

Location: Singapore, Singapore

Company: Singtel

The Trainer is primarily responsible for the effective delivery of end-to-end training programs to new hires. He/ She will also be required to improve the quality of customer service through performing audits on call and email transactions, coaching and other quality initiatives.

 

Training and Development

 

  1. Conduct domain and system knowledge training programs for Customer Care Officers.
  2. Design and develop soft skills training for Contact Centre to empower Customer Care Officers in service excellence.
  3. Develop and update content in training manuals, presentations, handouts, assessments etc.
  4. Conduct orientation program for new hires. 

 

Training Administration

 

  1. Handle training enquiries from the client and staff.
  2. Perform pre and post training activities (e.g. training reports, post-course evaluation).

 

Quality Management

 

  1. Perform audits on call and email transactions with the aim of identifying the drivers for poor cost of quality.
  2. Prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.
  3. Coach Customer Care Officers on areas of improvements and areas done well.
  4. Conduct monthly briefing session with Operations to share areas of improvement.
  5. Review Customer Satisfaction Survey verbatim to identify gaps for process improvement.

 

The Ideal Candidate

 

  • Diploma in any discipline from a recognized institution
  • Full certification in WSQ Advanced Certificate in Training & Assessment (ACTA)
  • Minimum 2 years of experience in delivering stand up classroom training in any industry.
  • Effective presentation, training delivery and facilitation skills.
  • Proficient in MS Office applications – Word/ Excel/ Powerpoint.
  • Good interpersonal & communication skills
  • Meticulous with an eye for details