Trainer - English

Teleperformance; Subang Jaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

Teleperformance Malaysia is seeking a Training Trainer to support our Customer Service team by sharing expertise, guiding agents, and ensuring performance standards are met.

You will facilitate new hire classes, deliver upskilling, develop tests, coach associates, and collaborate with management to improve the training curriculum.

Qualifications

• Bachelor's degree or equivalent in a call centre or business-related field.
• Strong English proficiency (spoken and written).
• At least 2 years of training experience in a BPO setting.
• Experience with premium B2C or B2B accounts preferred.
• Knowledge of instructional design is advantageous.
• MS Office proficiency and 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 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.

Skills

English proficiency

Training experience

Premium accounts experience

Instructional design

MS Office

Typing 30 WPM

Education

Bachelor's degree or equivalent in call centre or business field

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 in 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.