The Trainer drives agent success by delivering high-impact, client-aligned Perpay training for both new hires and tenured staff. Beyond classroom facilitation, this role involves actively updating training materials based on performance data, including agent performance trends, graduation rates, QA evaluations, and delivery setbacks.
The Trainer serves as a critical bridge to production by monitoring speed to proficiency and aligning all training modules directly with Quality Assurance (QA) expectations and Key Performance Indicator (KPI) attainment. They maintain meticulous records and serve as a central communication hub, providing actionable insights and innovative learning strategies to both Training and Operations leadership to ensure every agent hits the floor ready to excel.
Perpay Training Scope & Key Duties:
- Core Curriculum & QA/KPI Alignment: Facilitate Perpay onboarding and ongoing training, ensuring every lesson directly reinforces QA scorecards, compliance standards, and operational KPI benchmarks.
- Data-Driven Curriculum Updates: Continuously review and update training materials by analyzing key operational metrics, including:
- Agent & QA Trends: Identifying skill gaps, quality deductions, and common error patterns on the floor.
- Graduation & KPI Trends: Evaluating pass/fail rates, time-to-proficiency, and early KPI performance to refine course pacing and structure.
- Deliverable Setbacks: Addressing operational bottlenecks and training misses to prevent recurring errors in production.
- Innovative Solutions: Think outside the box to develop creative training techniques, interactive exercises, and fresh approaches that boost agent retention and performance.
Professional Core Competencies & Requirements
- Vertical Expertise: Hold at least 3 months of hands-on experience working within the Core vertical, demonstrating a strong operational grasp of processes and expectations.
- Critical Thinking & Creative Innovation: Possess strong analytical skills to evaluate performance metrics and the creativity to think outside the box—regularly developing fresh, effective ways to improve training delivery and agent outcomes.
- QA & KPI Orientation: Deep understanding of quality benchmarks and operational targets, with the ability to tie classroom learning directly to quality standards and floor performance metrics.
- Feedback Receptivity & Application: Demonstrate a high degree of coachability—actively seeking out constructive feedback, accepting it gracefully, and rapidly applying it to elevate both personal facilitation and training material effectiveness.
- Advanced Facilitation & Presence: Deliver high-impact presentations and training sessions with a focus on audience engagement and knowledge retention.
- Operational Agility: Successfully navigate fast-paced environments by adapting instructional delivery to meet evolving client specifications.
- Onsite Professionalism: Maintain a reliable physical presence at the Belize City location to foster team synergy, model site standards, and support learners in real-time.
Precision in Communication: Maintain an uncompromising standard for accuracy and detail in all written documentation, reporting, and verbal interactions.
Deadline for submission is 'Open'
