Quality and Operations Trainer
Job ID: 6539
Position Type: Full-Time
Job Function: Human Resources & Training
Workplace Type: Head Office
Division: TFG Financial Services
Province: Western Cape
Location: Cape Town North
Suburb: Parow (Parow)
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A challenging position exists within the Financial Services QA department for a self-motivated and assertive individual to lead, manage and guide the training and assessment of all Telemarketing trainees and probationers within a fast-paced training environment, called the Launch Pad.
Accountable for the creation, development and implementation of a training curriculum and assessment program related to the preparation and development of relevant, current and appropriate training material to enable effective and efficient telemarketing agent performance.
Inducting new sales agents into the Launch Pad training programme and environment
Ensuring sales agents are suitably qualified and enabled to perform once they are qualified
Ensuring training encompasses compliance standards & legislative requirements and that agents are aware thereof and trained to adhere to and meet agreed quality benchmarks
Managing relationships with business stakeholders to achieve the desired outcome in terms of trainees who are effective once qualified
Coaching and reinforcement of theory and practical training
Create and develop relevant, appropriate training material and assessments
Ensuring that assessment reports are analysed & compiled timeously and accurately to provide feedback on individual trainees
To ensure that company and department policies, procedures and compliance aspects are adhered to during training
Matric essential, with any relevant tertiary qualifications being a bonus
Training within a call centre environment, specifically focused on financial services industry will be a major benefit – 5+ years
Ideally the person will have had leadership experience in their past or at least the ability to do so.
Ideally the individual will need to have a knowledge of relevant legislations and regulations – BCEA, Labour Relations, POPIA, TCF.
Competencies and behaviours for success:
Working with and motivating people
Analytical and strong numerical skills
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.