Description
Main Responsibilities:
- Responsible for training processes, procedures, and tools in meeting the end-to-end training requirements and input/output metrics;
- Ensure timely ongoing training completion and actions to improve internal and external training metrics;
- Ensure monthly transaction monitoring and coaching completion targets are met by the team.
- Build strong client engagement to ensure client satisfaction with the business performance to the client;
- Manage client escalations for training.
- Responsible for the overall planning, implementation, and improvement of training quality;
- Set up, improve, drive, and streamline Refresher & Coaching;
- Observe, analyze, and develop Training Quality Analysts / Trainers by using different methods such as classroom observations, trainers self-transactions, scores, and training metrics;
- Meet new hire batches regularly during the training period to assess the early warning system, trainees motivation, and overall experience.
- Attend internal, client, and stakeholder meetings periodically;
- Create learning plans for team members for self-learning and succession planning.
- Conduct effective induction and orientation sessions for new team members;
- Build strong employees to manage escalations, attrition, etc;
- Engage self and team members in learning/upskilling to create succession plans and continuous development;
- Identify and drive value adds into the process through best practice sharing.
Job Requirement:
- At least 3 years of experience in the training field, training experience in BPO industry is preferred;
- Proficient in English 4 skills (at least C1 level);
- Strong management and leadership skills; coaching skills;
- Moderation knowledge and experience working at BPO is a plus.
- Excellent presentation, communication, and analytical skills;
- Able to drive key performance metrics related to training;
- Proficient skills with MS Office (Word, Excel, PowerPoint), Google Drive and Internet applications;
- Flexible, adaptable to new changes.
Salary And Benefits
- Attractive salary and benefits, and annual salary review;
- Physical Healthcare and Mental Health Care service for you, 100% covered by the company;
- Government social, health, and unemployment insurance on 100% salary;
- Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world.
- Laptop and other equipment provided.
- Annual health check;
- Continuous and professional training to fully develop your potential.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Back to previous page
