
Trainer (Service Training and Service Quality Assurance)
2 weeks ago
**JOB DESCRIPTION**
- Review of PDTs and Segments targeted campaigns to include information provided by product owners and segments are sufficient and clear for operational needs before information is updated to the bank's Knowledge Based System (KPBS) timely (agreed SLA) for bank's users include where needed training, cascade and KPBS.
- Active role, ownership and participation for all Bank's customer satisfaction survey internally and externally.
**JOB RESPONSIBILITIES**
- Provide training for new and existing staff in CFS.
- Collaborate with line managers and stakeholders in the identification of training needs.
- Develop appropriate training materials for training of customer service and sales staff.
- Develop dashboards for stakeholders on training updates.
- To back-up and support team members on related programs/initiatives.
- Review of product information from stakeholders and ensure that information is sufficient for updating to KBS
- Ensure uniform and consistent content and navigation reviews
- Maintenance of KBS information by updating and archiving of obsolete information within agreed SLA.
- Review of staff agent calls for service quality standards and compliance via listening-in.
**JOB SKILLS**
Training
Quality-Assurance
Service-Quality-Management
**JOB REQUIREMENTS**
- Degree holders or diploma holders with at least 3 - 5 years of relevant experience with 2 years in managerial position
- Certification in Learning / Training (preferred)
- Good Communication and Interpersonal skills
- Commitment to work schedule
- Problem Solver, with good organizational ability
- Independent and self-starter
- Strong Analytical and Critical Thinking skill sets
Job ID 3735
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