Quality Assurance Trainer

Company description:

Digicel Group Limited

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Quality Assurance Trainer

Primary objective of the job: 

The Quality Assurance Trainer is responsible for maintaining the delivery of exceptional “World Class Customer Care” by the development and execution of training programmes to new and existing Call Centre agents, Frontline Sales and Customer Experience Agents and Team Leaders within Digicel Trinidad and Tobago.

Main Duties and Responsibilities:

• Create training outlines, plans, presentations and programs and prepares training schedules to inform trainees and facilitators of training dates and session durations.
• Ensure all training facilities are ready in preparation for training sessions (administrative duties) and identifies prospective presenters for each module. Inform presenters/facilitators of training dates, times, venues for their modules.
• Prepare training schedules for trainees that details training modules, dates, times & venues and secure training aids (laptop, projector, easel boards, flip chart paper, markers, all other stationery needs etc.) that facilitators require.
• Prepare training site/room to receive trainees (cleanliness, set up etc.) and/or assist presenters in preparation of lesson plans, presentation materials and handout and prepares and/or assists presenters in preparing post-module tests and grades post-module tests.
• Effectively conduct training sessions, and assesses Trainees via verbal and written assessments of trainees are completed on a daily basis during all training programs.
• Create training material across multiple digital platforms
• Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.
• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic Qualifications and Experience Required:

• First Degree in Human Resources, English, Leadership or Communication
• Diploma in HRM or equivalent would be considered an asset
• At least 3 CAPE subjects with some experience working in a customer service environment
• Training experience /certification
• A minimum of two (2) years experience in the field
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Excellent Communication Skills
• Detail Oriented with a focus on accuracy
• Strong Interpersonal Skills / Able to collaborate across teams & departments
• Able to adapt to a dynamic environment 
• Strong organizational skills and able to handle administrative details
• Inherent passion for continuous learning