RESPONSIBILITIES:

• Delivering training (all types of training) for Different Criteria
• Provide Customer Cultural & Call Ethics training for newcomers
• Review the Knowledge updates
• Prepare printed and instructional materials to be used in training
• Prepare any learning materials needed
• Conduct effective induction sessions and coordinate training activities.
• Reviews the performance of trainees and coaches, monitors their results, and gives them direction for ongoing performance and result improvement
• Measure trainees' information retention rates by issuing assessment tests and quizzes on training materials
• Evaluate the delivered training efficiency (training results, surveys, role plays, …etc)
• Reporting training batch attendance, verification & performance
• Preparing and sending training data to the concerned departments
• Report the training efficiency
• Keep the company vision, mission, and values and follow all policies and procedures
• Participate in Calibration sessions with Operations and Quality

 QUALIFICATIONS and EXPERIENCE:

• Excellent knowledge and command of English (C1 /C2 )
• BPO experince 
• Knowledge of various training and teaching methods
• Ability to design develop, implement, and evaluate training plans
• Customer service experience is preferred
• Proficiency in MS Office
• Excellent presentation and analysis skills
• Coaching and Facilitation skills
• Excellent communication skills
• Leadership and motivation skills
• Good time-management skills