Trainer with German Language for Latvia
vor 2 Wochen
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Roles and Responsibilities:
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- Plan, develop and facilitate internal training for new and existing personnel.
- Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
- Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee's progress and overall performance during training.
- Provide constructive coaching and feedback to associates
- Training effectively and efficiently.
- Design and evaluate training and performance interventions (pre and post training assessment)
- Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
- Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
- Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
- To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
- Publish daily / weekly / monthly reports to stakeholders
- Maintain historical data for the associates trained
Preferred Competencies:_
- Capable to work flexibly in a team environment, driven by the motto that
Together E
veryone A
chieves M*ore - Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
- Excellent written and verbal communication skills
- Must possess good presentation skills
- Excellent Organizational and planning skills
- Good understanding of Group Dynamics (diversity)
- Analytic and Results Oriented
- Strong experience in presentation skills
- Experience in Customer Support/Customer Relationship/Customer Service
Required Skills:_
- Near native (interpreted as CEFR level C1) or native relevant market language (Swedish, Finnish, Norwegian, Polish, Dutch, German, Danish, and fluent English skills (B2+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- 2+ Years experience as trainer in customer service environment
- At least 1 year of working experience in a fintech, banking or a related field is required for this position.
- Good communication skills
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