Job Description:

  • Regularly conduct random checks and provide feedback/ coaching sessions to agents.
  • Identify agent's pain-points, and provide suggestions to simplify processes and optimize performance.
  • Work closely with team leads and develop staff through ongoing coaching, mentoring and career discussions.
  • Build and conduct training classes to provide progressive training and ensure the training schedule is on track. 
  • Conduct surveys and evaluations to ensure the training materials are effective and the trainees are retaining the information.
  • Collect the feedback and follow the improvement fields of agents after each training session.
  • Prepare materials, conduct training & monitor the quality of new-hires.


  • 2 years platform training/facilitation skills to deliver quality training programs and experience developing and delivering professional development courses
  • Excellent communication skills (verbal & written).
  • Ability to solve problems quickly and independently while working in a fast paced environment
  • Intermediate to advanced reporting skills
  • Excellent ability to identify and analyse data for trends
  • Experience in providing performance feedback
  • Excellent time management
  • Ability to multitask and perform in constantly changing environment

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