Trainer - Mandarin

Teleperformance; West Coast Division; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Trainer to enhance the skills of the Customer Service team. The role involves facilitating training for new hires, assessing their performance, and creating necessary training materials. Applicants should have a Bachelor's Degree and at least 2 years of experience in a BPO setting, along with proficiency in Mandarin and English.

Qualifications

• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.
• Typing speed of 30 WPM.

Responsibilities

• Facilitate new hire class during pre-process and process training.
• Create and facilitate knowledge tests.
• Conduct Training Needs Analysis after 30 to 60 days of performance.

Skills

Proficiency in Mandarin

Proficiency in English

Coaching

Instructional design knowledge

Education

Bachelor's Degree or equivalent

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 in Mandarin 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.