Associate CS Trainer - ShopeePay

1-3 Years

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Early Applicant

Job Description

Job Description

Training plans:
Create detailed training plans, roadmaps for onboarding training. Update advanced
training programs on new features and business operations (SOPs). Ensuring training
schedules are implemented on time.
Organizing training and evaluating effectiveness:
Schedule appropriate classes and prepare materials.
Develop effective training frameworks.
Organize or observe training sessions
Monitor, measure, and report on the progress and outcomes
Stakeholder Coordination:
Work with outsourced vendors to drive overall quality improvements and knowledge
Work closely with regional teams to ensure alignment on quality strategy.
Identify insights and optimize processes and SOP to ensure efficiency and compliance
Collaborates with the operations team to align & build SOP from end to end, and improve
processes
Identify team pain points and suggest improvements to streamline workflows and optimize
performance.
KYC audit
Audit randomly weekly and identify process inefficiencies and propose enhancements to
streamline processes.
Support and training for agents (if needed).
AI Bot Training: Work with the regional team to complete AI training in the required stages.
Reporting: report to line reporting weekly on work progress and any challenges or initiatives to support work.

Requirements

Minimum 1-2 years of experience in Trainer, Quality Assurance, or more than 2 years in customer service in the field of e-wallets, fintech.
Experience with platform training and as well as planning and delivering courses.
Good communication skills (verbal & written). Being able to communicate in English.
Good stakeholder management skills.
Critical & logical thinking, problem-solving skills.
Patient, enthusiastic, and positive attitude.
Good team player, quick learner.