Associate CS Trainer - ShopeePay (Monee)

• Training plans:

• Create detailed training plans, roadmaps for onboarding training. Update advanced training programs on new features and business operations (SOPs). Ensuring training schedules are implemented on time.

• Organizing training and evaluating effectiveness:

• Schedule appropriate classes and prepare materials.

• Develop effective training frameworks.

• Organize or observe training sessions.

• Monitor, measure, and report on the progress and outcomes.

• Stakeholder Coordination:

• Work with outsourced vendors to drive overall quality improvements and knowledge.

• Work closely with regional teams to ensure alignment on quality strategy.

• Identify insights and optimize processes and SOP to ensure efficiency and compliance.

• Collaborates with the operations team to align & build SOP from end to end, and improve processes.

• Identify team pain points and suggest improvements to streamline workflows and optimize performance.

• KYC audit:

• Audit randomly weekly and identify process inefficiencies and propose enhancements to streamline processes.

• Support and training for agents (if needed).

• AI Bot Training: Work with the regional team to complete AI training in the required stages.

• Reporting: report to line reporting weekly on work progress and any challenges or initiatives to support work.

• Complete other ad-hoc tasks as assigned by the manager.

Yêu cầu công việc:

• Minimum 1-2 years of experience in Trainer, Quality Assurance, or more than 2 years in customer service in the field of e-wallets, fintech.

• Experience with platform training and as well as planning and delivering courses.

• Good communication skills (verbal & written). Being able to communicate in English.

• Good stakeholder management skills.

• Critical & logical thinking, problem-solving skills.