Subject Matter Expert

Key Responsibility Areas (KRA's)Conducting Product, Process, Behavior, Motivation & Soft skills training.Design training content, help file and schedule for the training and impart training on Product, Processes Systems, soft skills and mock call certification.Handling on floor training batches.Coordination for refresher training bases TNI's.Support Operations during transitions of various processes.Conducting monthly client calibrations sessions.Preparing and administrating periodic performance reviews for agents.Conducting Job knowledge quiz for the Process.Providing Improvement suggestions around training delivery/content/deployment.Any Ad-hoc responsibilities as designated by the supervisorKey Deliverables (KRA Measure)Delivering throughput with minimum attritionMonitoring the agents performance post they are handed over to operations (0-30days)Conducting refresher and ensuring effectiveness at least 85% of the trained population should improve.Self-call taking 2 hours per weekEnsuring process PKQ once in a month along with his own/her own.Self-performance on Customer satisfaction**Role Title**: Trainer**Type**: Permanent**Work Location**: Cyberjaya, Malaysia (Onsite)Open for Different Nationality as wellWork from Office**Shift**: RotationalGood communication and presentation skillsKnowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)Ability to handle pressureAbility to follow instructions and client requirements within TAT and with accuracyOpen to change, Multi-tasking skillsAbility to work within challenging environment with tight delivery timelinesOpen to work in rotational and night shifts