The Trainer delivers training programs for onboarding, customer support and operational teams, ensures agents and internal staff are equipped with the knowledge and skills needed to operate POS systems, follow procedures, and comply with regulatory standards.
Key Responsibilities
- Conduct training sessions covering RMS usage, onboarding procedures, customers
support protocols, POS operations, troubleshooting, and compliance requirements.
- Facilitate onboarding training for new agents FSS, ensuring they understand system workflows, documentation standards and performance expectations.
- Deliver refresher and upskilling modules to existing employees or agents, especially when there are new system features, updated policies, or recruiting performance gaps.
- Assist in developing and updating training materials, including manuals, slide decks, process guides, assessments, and video tutorials.
- Evaluate trainee understanding provide targeted feedback and coaching where needed
- Document training attendance, completion records and assessment result, ensuring all logs are accurate and submitted to the training supervisor.
- Monitor trainee performance during nesting or transition to live work.
- Coordinate with operations, IT, Compliance and customer support to stay updated on new processes and ensure training contents ensure training content reflects the latest standards.
- Identify common knowledge gaps or training needs, recommending improvements to programs or materials to enhance team competency.
- Support quality improvement initiatives by providing insights from training sessions, observed challenges, and trainee feedback.
Qualification
- College Graduate
- Minimum of 1 year's experience in training
- Previous experience in facilitating training sessions, creating modules and handling training reports.
- Excellent in verbal and written communication.
- Flexible and capable in multi-tasking.
