Canada Backoffice Content Developer/trainer

hace 7 días

Heredia, Costa Rica Equifax A tiempo completo

A Training Specialist is effectively responsible for learning & becoming proficient in assigned processes. This person will not only deliver training as needed but also will be in charge of assessing knowledge among the trainees and communicating results on a regular basis to all the parties involved. A trainer will be responsible for overseeing all day-to-day efforts of maintaining all documentation up to date. Plan, coordinate and monitor the flows of all processes as new associates are hired. Trainer will hold continues calibration meetings with all Business Owners, Subject Matter Experts, Team Leads and Supervisors on any modification of processes & communicate those accordingly.

**What you’ll do**
- Provides all standard operation procedure and manual to new hires staff and any tools that may be required to accomplish the training. Include procedures, processes, product, and client training in the classroom may use virtual/web.
- The new hires will be tested and feedback giving to supervisory staff as well as Senior Management for calibration of class
- The trainer follows up and reviews new hires' performance with the supervisory staff to accomplish learning curves (production & quality).
- Evaluates new hires knowledge and understanding and to reinforce any potential weaknesses that might require additional training. Works with QA to develop action plans for Outliers.
- Assist Training Manager in creating assessments to leverage knowledge among agents.
- Creates, updates and archives knowledge based articles for the Canada team.

**What experience you need**
- QA and Operational target:
**Back office - Maintenance**:Service Level 65% QA 98% Occupancy 75% Utilization 87%. **Back office
- **Consumer Relations**:Service Level 95% QA 97% Occupancy 75% Utilization 87%

**GCC/GCS **-QA95%, AHT 750, y CSAT 90%

**Assistel **-QA 85%, CSAT 85-90%, AHT 1800 seconds, Adherence 90%
- English Level B2 or more and/or French level B2 or more.

**What could set you apart**
- Previous teaching experience is a plus

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