Senior Customer Service Trainer

Responsibilities:

• Provide mentorship to CS agents using data analysis on a regular basis;
• Generate excel reports, conduct quality analysis, and record, analyze and gather quality cases to give suggestions for improvement;
• Report to supervisor regularly and continuously amend the standard for quality assessment and monitoring process;
• Assist in carrying out training needs analysis, participate in developing training plans, implementation scheme, and ensuring training needs are met;
• Collect and evaluate related training courses and learning materials according to the company's training needs; and develop and maintain suitable learning and training channels to ensure the diversity and applicability of training resources;
• Understand the requirements from trainees, develop and prepare training materials, enrich training contents and design training system; conduct training lessons; and collect feedback to continuously improve training courses;
• Document training records and follow post-training feedback, analyze and summarize training activities to improve training quality;
• Analyze randomly checked service tickets and online records to identify problems, based on which CS agents' performance can be properly assessed.

Requirements:

• Minimum 8-years experience in training and coaching; with at least 5 years experience in corporate training.
• Bachelor’s degree or diploma.
• Prior CS experience with exposure to cryptocurrency, blockchain or e-commerce, financial industry background is highly desirable.
• Strong ability in English, ability to work with other cultures.
• Strong communication and interpersonal skills, and ability to work independently.
• Excellent abilities in organization, coordination, and project management.
• Familiar with various Microsoft Office Suites
• Hold strong work ethics and abide by the company’s policies and procedures.