Customer Engagement Trainer and QA

Conduct and arrange training (classroom training environment and/or on-the-job) for new hires and current employees in Delivery areas to ensure the understanding and mastery of procedures, processes, product, and client training, and maintain up-to-date manuals, scripts, and other job aid documents.

As a Trainer, you will be expected to:

• Support and guiding personnel under direct careReceive and resolve inquiries and requests related to billing, payment processes, password maintenance, shipping, accesory orders, permit related requests, questions and concerns, account maintenance and updates. Caring and resolving these call types as per end-user requests.

• To ensure all representatives receive adequate and timely assistance as required.

• Monitoring transactions (phone, email, chat, back-office, tickets, work orders, etc.)

• To ensure compliance with performance guidelines, best practices and SOPs.

• Carrying out coaching, feedback, training/development sessions

• To help personnel learn and understand best practices on how to handle their daily activities, refresh and reinforce expectations on process adherence and such.

• Caring and monitoring performance on a real-time basis

• To ensure expectations are met with the engagements´ KPIs and SLAs. General Responsibilities / Accountabilities:

• To ensure healthy, open and ongoing communication to support and pursue performance and delivery enhancements.

• To learn on a weekly basis and receive training and ongoing updates on business requirements, gain a better understanding of the current outlook for ADT and expected outcomes

• To remain informed and calibrated on QA, ASAT and CX findings and results.

• To ensure adequate performance of day-to-day activities, and timely follow up of client requests

Qualifications (Education/Experience/Certification):

• Academic Requirements: High School. Desired Associate Degree and/or bachelor’s degree.

• The role does not require a specific academic background. Desired: Business Administration, Industrial Engineering, Industrial Psychology.

• English Level B1 CEFR