Product Trainer

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

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

As Product Trainer, You Will…

• Training/Abay Management: Define any barriers and execute batches in line with the given metrics and deadlines
• Maintain a repository of recommended answers
• Assist in creating training material
• Prepare worksheets and other job aids for associates' reference
• Coach trainees and agents in language and sales techniques and strategies
• Create content for stakeholders/clients
• Conduct training sessions for associates
• Conduct Sale driver analysis from a Sales and soft skills perspective
• Analyze knowledge gaps with SMEs and QAs
• Review and improve training content.
• Create and implement client and internal reporting systems, as well as procedures for day-to-day operations and performance monitoring
• Support production associates on a real-time basis
• Collate chats for future reference
• Perform a monthly Training Needs Analysis (TNA) to pinpoint issues and fill in any 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/ conducting refresher training
• Broadcast the updates to the floor
• Conduct small group training sessions
• Conduct chat readout sessions for the associates
• Recommend corrective and refresher courses to be assigned based on associates’ performance on the floor
• Participate in weekly business reviews and provide input as asked for
• Roll out knowledge checks once a month
• Communicate with clients via emails and conference calls on a daily or weekly basis to review and address training concerns and introduce new policies and procedures

As Product Trainer, You Have…

• Minimum Educational Requirement – High School graduate
• Minimum of one year's worth of process training experience or equivalent teaching/coaching experience
• Experience in the markets, customer service, and sales
• Exceptional time management, organizational, and prioritization skills to complete work promptly
• Expert-level communication skills
• Experience in graphic design, content writing or editing, or a related field in a different industry, as an advantage.
• Proficiency with Microsoft Office and Google Suite (Sheets, Slides, Docs, and Drive) is necessary.
• Proven analytical abilities to assess performance and pinpoint areas that need improvement in order to meet project requirements
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• The passion to be a role model that exemplifies our 10 Things (cultural values)
• Ability to assess the “big picture” and draw connections between inputs and outputs
• 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