日本と海外をつなぐクラウドソーシング

iQor Philippines Inc

Trainer 1

2017/03～ 2020/04

Responsibilities:
1. Conduct process training to new and current associates.
2. Review TimeQey and report attendance concerns for accuracy.
3. Relay attendance issues or behavioral issues to the training manager daily, including
completion and delivery of documentation placement in Fly-ins and/or iQor system
4. Evaluate trainees' participation and progress in training
5. Use training evaluations to ensure that training program effectively prepares associates for the
job and prepares them to meet performance and quality related goals
6. Identify and address any training deficiencies
7. Design and develop application training and development programs based on
organizational and individual needs for maximum performance
8. Conduct daily debriefing sessions with classes
9. Follow nesting checklist and submit reports for both classroom and nesting daily.
10. Ensure that all associates have received required side-by side developments
11. Monitor live and recorded calls and provide agents required coaching feedback.
12. Complete Client and site mandated training and monthly TOS requirements
13. Complete class surveys as directed.
14. Develop and complete floor refresher training as assigned
Other duties as assigned

Course design plans using basic TNAs or TNAs designed by the clients.
Courses designed or developed.
- Communications and Culture Training for Canadian and American Accounts.
- KPI Refresher training modules for Abay.
- QA and SME Certification.
Courses taught.
- Business Writing (Email Etiquette)
- Giving & Receiving Feedback
- Facilitating a Meeting
- Present & Stay on Point
- Call Listening
- Preparation for Case Study Presentation
- Case Study Presentation
- Coaching Methodologies
- Basics of RCA
- SME Discussion - Outlier & KPI Improvement, ZTP Escalation Process & Team
Handling.
Job aids and performance support tools.
- I created custom Job aids and performance support tools specific for the LOB that I have
supported.
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Training needs analysis.
- A.D.D.I.E.
- Client designed methodology.