Trainer (US Client Support)

Monroe Consulting Group; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading recruitment firm in Malaysia is seeking an experienced Trainer for their Learning & Development function. This role involves delivering onboarding and skills training for customer support associates, ensuring they meet US client standards. Candidates should possess a Bachelor's degree and 2-3 years of training experience in a BPO environment, with excellent English proficiency. The position offers opportunities for remote training sessions and collaboration across departments.

Qualifications

• Minimum 2-3 years of experience as a Trainer in a BPO/customer support environment.
• Strong facilitation and presentation skills.
• Good understanding of customer support KPIs like AHT, CSAT, QA.

Responsibilities

• Deliver onboarding and skills training for support teams.
• Customize training materials for US culture and requirements.
• Assess trainee performance through evaluations.

Skills

Facilitation skills

Presentation skills

Spoken and written English

Analytical mindset

Education

Bachelor's Degree in Communications, Education, Business, or related field

Tools

LMS platforms

Zoom

MS Teams

Job description

Executive recruitment company Monroe Consulting Group's Professional Services Division is recruiting on behalf of a leading multinational outsourcing provider supporting US-based clients.

Job Summary

The Trainer will be a key member of the Learning & Development function, reporting to the Training Manager. This role is responsible for delivering onboarding programs, conducting skills-based training, and supporting continuous learning initiatives for new and tenured customer support associates. The winning candidate will design learning modules, run assessments, provide coaching, and ensure teams are equipped with the communication skills, product knowledge, and service excellence required to meet US client standards.

Job Description

• Deliver onboarding, process, product, and soft-skills training for new hires supporting US customers.
• Conduct refresher, upskilling, and transition training for existing support teams.
• Customize training materials to align with US culture, client requirements, SLAs, and communication style.
• Develop and enhance training content (manuals, presentations, e-learning modules, role plays, and simulations).
• Assess trainee performance through quizzes, mock calls, and live evaluations, certifying readiness for production.
• Provide coaching and feedback to address skill gaps and drive performance improvements.
• Collaborate with Operations, QA, and HR to identify training needs and support performance enhancement plans.
• Maintain training records, reports, and documentation in accordance with company standards and compliance requirements.
• Support knowledge base updates and contribute to continuous improvement of the training framework.
• Conduct virtual and in-person training sessions using LMS and digital training tools.

Job Requirements

• Bachelor's Degree in Communications, Education, Business, or any related field.
• Minimum 2-3 years of experience as a Trainer in a BPO/customer support environment, ideally with US client exposure.
• Strong facilitation and presentation skills with excellent command of spoken and written English.
• Experience using LMS platforms and virtual training tools (Zoom, MS Teams, etc.).
• Good understanding of customer support KPIs (AHT, CSAT, QA) and contact center environment.
• Analytical mindset with the ability to measure learning effectiveness and training ROI.
• Willing to work according to US shifts.