Trainer - Malay

Teleperformance International; George Town; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global customer service provider is seeking a Trainer to provide support for the Customer Service team in Penang. The ideal candidate will have a Bachelor's Degree, proficiency in Malay and English, and at least 2 years of training experience in a BPO setting. Responsibilities include facilitating training for new hires, conducting assessments, and assisting in creating training materials. This role offers the chance to make a significant impact on service delivery and team performance.

Qualifications

• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Conduct mock scenarios on all channels available.
• Assess new hire performance during nesting and mitigate as needed.

Skills

Proficiency in Malay

Proficiency in English

Training experience

Instructional design knowledge

MS Office proficiency

Typing speed of 30 WPM

Education

Bachelor's Degree or equivalent

Job description

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 Malay 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.