Vacancy title:
Trainer
Jobs at:
SamasourceDeadline of this Job:
10 February 2020
Summary
Date Posted: Tuesday, February 04, 2020 , Base Salary: Not Disclosed
JOB DETAILS:
Samasource was founded in 2008 in order to lift people out of poverty by connecting them to dignified digital work. Since then, we've employed more than 8,000 people in Kenya, Uganda, India, and Haiti. Samasource was born out of the belief that talent is equally distributed, but opportunity is not. ​​ We help unlock opportunity for low-income people by sourcing data projects from some of the world's largest companies. Our industry-leading services help our clients achieve their business goals, while radically altering the life trajectory of our workers, who earn a living wage and lift themselves out of poverty. As a Trainer, you will closely work with the Training Manager and help him/her provide standard or specialized teaching, technical training or counseling in a designated area as per Company requirements. .
Key Responsibilities
• Responsible for facilitating training; identifying root cause of performance health of new hire on-boarding; refresher trainings; and cross-training.
• All new hire or internally promoted trainers will be expected to go through the Trainer Certification process and pass all required knowledge assessments
• Maintain an average score of 95% quality score of cases actioned over rolling 6-month period dependent of the workflows that each specific trainer has been certified
• Achieve a quarterly average score of 90% on Trainer Observation Checklist performed by Training Manager and The Client's Business Partner
• Achieve a quarterly average score of 90% favorability on Agent survey for nesting, floor, and training (if applicable)
• Vendor Training Managers team will record and share the quarterly scores of the class observations and share it with the Client's Training team
• Low performers will go through at least one audit per quarter with a Client's Training Team member to identify areas of improvement. Areas can include, but not limited to: Overall delivery of classroom training - Behaviors and techniques that have been listed as the Client's ideals for delivery of their content
• Participate in continued education efforts from the Client's Training Team (i.e. refresher training, policy update content review, etc.)
Job Skills: Not Specified
Minimum Qualifications
• Obtain pass score on language proficiency assessment.
• 2+ years of experience in a training role in a technical support or client care operation
• Good knowledge of Quality/Process Improvement techniques
Preferred Qualifications
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
Job Education Requirements: Not Specified
Job Experience Requirements: Not Specified
Work Hours: 8
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