Now Hiring: Product Trainer Assistant

Apply Now at Equicom Services, Inc.

Qualifications:

• At least one year of experience in product training within a Business Process Outsourcing environment, or equivalent experience in call center operations.
• Excellent written and verbal communication skills in English.
• Intermediate proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Proven experience in curriculum development.
• Strong leadership skills, with a track record of motivating teams to achieve goals.
• Exceptional organizational and time-management skills to effectively plan and prioritize tasks.
• Proficient in creating reports, business correspondence, and procedural manuals.
• Demonstrated coaching and mentorship skills.
• Strong presentation and facilitation skills.
• Solid understanding of the quality feedback process.
• A quick and adaptable learner.

The Product Trainer is responsible for delivering comprehensive training for new hires and existing employees. This role ensures the accurate dissemination of information and the practical application of skills through effective instruction and support.

Responsibilities:

• Deliver training and instruction to engage and stimulate existing and newly hired employees in a manner that promotes transfer of knowledge and application of skills.
• New Hires Onboarding Training
• Prepare comprehensive training reports detailing headcount, training progress, performance, and attrition for assigned campaigns.
• Deliver and facilitate training programs for newly hired Operations personnel to standardize their knowledge of products, policies, and processes.
• Conduct end-to-end new hire training for assigned campaigns, enabling new hires to perform their job responsibilities effectively.
• Supervise trainees and manage their progress, ensuring active engagement from process training to immersion and graduation by coaching the trainees, offering constructive feedback to improve performance.
• Conduct proficiency evaluations aligned with the grading criteria provided.
• Advisory and Cascading
• Attend Train the Trainer (T3), meeting or cascade provided by the client.
• Oversee the rollout of new company processes, products, and systems to various teams as advised by the client. This includes sending out official email notifications, training team leaders and supervisors (T3 sessions), and presenting the information directly to the affected teams.
• Receive and secure completed cascading sheets from operations team to ensure all personnel have been properly informed/trained.
• Refresher
• Facilitate ongoing refresher and cross-training sessions in critical areas identified by the quality and operations teams.
• Develop, update, and manage all training materials, and secure all necessary approvals as the designated in-house training officer.
• Maintain strict confidentiality of all sensitive/confidential information acquired with the client/within the EquiServe.
• IMS, ISO, Data Privacy and Information Security
• Ensure compliance of the team on all IMS and ISO related documents, policies and procedures.
• Comply with the organization’s information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements.
• Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant.
• Other tasks and responsibilities as assigned.