Trainer - Cantonese

Teleperformance; Subang Jaya; On-site; MYR 45,000 - 78,000; Full time

Job summary

Teleperformance Malaysia is looking for a Trainer to support the Customer Service team by sharing expertise, guiding performance, and ensuring training standards are met. You will facilitate new hire and refresher sessions, design tests, and coach on nesting performance.

You will collaborate with the Training Manager to adjust curricula and materials, and you will help deliver end-to-end learning solutions across channels.

Qualifications

• Bachelor's Degree or equivalent in a call centre or business-related field.
• Proficiency in Cantonese and English (spoken and written).
• Minimum of 2 years training experience in a BPO setting.
• Experience with premium accounts (B2C or B2B) preferred.
• Knowledge on instructional design is an advantage.
• MS Office proficiency and a typing speed of 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with Specialists and Support group.
• Complete all training requirements based on program specifications.
• Coach new hire Specialists on training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and take action when necessary.
• Conduct Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with Training Manager/ Supervisor on curriculum adjustments.
• Assist in creating and developing training materials as needed.
• Follow all steps of BEST T&D.

Skills

Cantonese

English

Education

Bachelor's Degree

Tools

MS Office

Job description

Overview

We are looking for a Trainer to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
• Proficiency inCantonese and English (spoken and written).
• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.
• Knowledge on instructional design is an advantage.
• Usage of MS Office and typing speed of 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate necessary or required annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations.
• Complete all training requirements based on the program’s specifications.
• Coach new hire Specialists on their overall training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern the nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary.
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum.
• Assist in creating and developing training materials when necessary.
• Follow all steps of BEST T&D.