Job Title: Training Officer

Job Summary:

• Design and deliver training programs on customer interactions, customer service techniques, retention strategies, and product knowledge.
• Conduct onboarding training for new hires, ensuring they understand company policies, procedures, and best practices.
• Develop training materials, including manuals, presentations, and e-learning modules.
• Monitor and assess trainees' progress through assessments, role-playing, and call evaluations.
• Provide ongoing coaching and refresher training to improve performance and meet business objectives.
• Stay updated on industry trends and incorporate best practices into training programs.

Performance Support & Coaching:

• Listen to live and recorded calls to identify training needs and areas for improvement.
• Conduct one-on-one coaching sessions to help employees improve customer handling, retention t...