Trainer - Mandarin

Teleperformance; Malaysia; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading customer service provider is seeking a Trainer in Malaysia to support the Customer Service team by sharing expertise and ensuring performance standards. Responsibilities include facilitating new hire training and conducting performance assessments. Ideal candidates should have a Bachelor's degree and proficiency in Mandarin and English, along with 2 years of experience in training within a BPO setting. This role will initially be remote for 6 months before relocation to Johor Bahru.

Qualifications

• Minimum of 2 years training experience in a BPO setting.
• Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
• Working experience with a premium account (B2C or B2B) is preferred.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Conduct mock scenarios on all channels available.
• Assist in creating and developing training materials.

Skills

Proficiency in Mandarin and English

Training experience in a BPO setting

Instructional design knowledge

MS Office proficiency

Typing speed of 30 WPM

Education

Bachelor's Degree or equivalent experience

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. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required.

Qualifications

• Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
• Proficiency in Mandarin and English (spoken and written).
• Willingness to work from home for 6 months and relocate to Johot Bahru thereafter.
• 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.