Training Specialist

Location: Manila, Manila
Posted On: 9/29/2017
Job Code: Training Specialist
Job Description
Minimum Education, Experience, & Specialized Knowledge Required:
• College graduate. (min. 4 year course) or equivalent work experience.
• Call center or sales skills and experience.
• Minimum 1-2 years of management experience in a technical customer service environment or equivalent work experience.
• Prior training related experience preferred.
• Excellent verbal and written communication skills.
• Excellent presentation and organizational skills.
• Quantitative and qualitative analysis skills.
• MS Office Suite, Windows Operating Systems, and Internet applications.
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
• Must be willing to work in shifting schedule.
• Must be willing to work in McKinley Hill Taguig and/or Ortigas.
Category:IT  code:new
Job Requirements
Responsible for both Help Desk Operational quality: Training and Quality Assurance. As a trainer, he/she will be delivering technology, application and customer service skills development initiatives for each supported client, targeting mostly the help desk analyst layer. As a Quality Assurance Analyst, the QA Analyst /Trainer performs QA and remediation for the Help Desk Analyst population.
Principal Accountabilities:
Training Preparation
• Constantly assess training needs of the Help Desk Analysts.
• Ongoing Training: Regularly assess Help Desk Analysts’ proficiency against required skills by administering regular skill assessments.
• New Application Training: Stay informed on upcoming changes in the client’s system (Change Management Process).
• Prepare Training plans and Training material based on above assessment.
• Schedule training classes in coordination with Helpdesk Assoc. Manager and staffing schedules with minimal impact on call taking ability.
Training Delivery
• Deliver training to current and new hire HDAs on the following:
• Customer service skills.
• Client application & process (e.g.: escalation procedures, troubleshooting scripts, etc.)
• Help Desk processes and technology.
• Training can be instructor-led and or self-training.
Monthly assessment
• Develop and administer a comprehensive skills assessment as needed and required.
• Present results to the Ops Team and make recommendations for remediation as required.
• Develop other ad-hoc skills assessment, as required (new application, etc.)
QA activities
• Perform QA assessments, as required.
• Provide real time coaching, formulate action items and refresher trainings based on QA assessments.
• Monitor Help Desk Analyst progress after refresher training has been performed.
• Provide group and individual performance feedback based on fact based data (training assessments and/or QA results).
• Drive the RCA call intended to identify patterns of issues and wholesale training opportunities.
• Conduct a session with all the HDAs to discuss the findings of the RCA Call.
• Regular reporting on training & QA activities, specifically: Monthly assessment results & QA Results.
• Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.
• Manage training room and equipment logistics.

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Contact Details
Christian Cruz