Training & Quality Advisor

What you will enjoy doing

• You will facilitate induction training for new starters in Customer Service Centre, Credit, My Agent Team and Zones on topics such as systems, products, processes, and policies
• Develop content required to support training sessions, including process documents, eModules, interactive forms etc
• You shall ensure all training delivered is supported by learning assessments and learning outcomes are achieved for all attendees
• Furthermore, support the leaders of each business areas by maintaining a skills matrix that documents individual’s skillset and identify knowledge gaps. Work with key stakeholders to develop a rolling six-month Training Plan for your respective business area
• You will identify of training needs and process changes using data from the Transaction Quality tool as well as customer feedback insights shared by the Voice of Customer Coordinator
• Conduct Quality coaching sessions focus...