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System Training Assistant

Posted On: 12th Jan 2022

Deadline: 15th Jan 2022

(NOTE: Average minimum salary 200K working as a Project Manager, Monitoring and Evaluation Officer, Consultant, Financial Advisor, Technical adviso. Massive 2021 recruitment conducted by Government, Counties, NGOs, UN, UNDP, World Bank, international development community, UNESCO, WHO, USAID. Get the details click here)

Description. 

1. Prepare system manuals and user guides in different formats. 2. Implement training programs to teach and guide employees in properly  utilizing various computer programs and applications used in the  company’s daily operations. 

3. Assessing system training needs and the development of training  techniques that will help the staff fulfill their job-specific duties 4. Conduct evaluations of the existing training programs to verify their  effectiveness and determine if there is a need for modifications. 5. Select appropriate training methods or activities (e.g., simulations) 6. Assess instructional effectiveness and determine the impact of training on  employee skills and KPIs 

7. Gather feedback from trainees after each training session 8. Scheduling training sessions 

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9. Ensuring that the system documentation and user guide materials are up  to date 

10. Keeping track of employees training records and maintaining them 11. Handle any other task associated with organizing and scheduling training  sessions 

12. Upload learning materials on the Learning Management System (LMS) to  ensure optimal functionality of the system 

13. Maintain accurate LMS records and analyze data to gauge effectiveness  of trainings and provide advisory reports to the management 14. Any other duties that may be assigned by the technical training manager 

Qualifications: 

1. Bachelor’s degree in Computer Science, Information Technology, or  another related field or Equivalent. 

2. Pedagogical experience in delivery and explanation of technical concepts  to users with non-technical backgrounds.  

3. Has a relevant variety of technical skills that are relevant for LMS  management, proficient in MS PowerPoint and graphics design. 4. Has strong interpersonal skills, able to liaise with diverse stakeholders 5. Good organizational and time management skills. 

6. A solution-oriented team worker with a keen eye for details 7. Ability to work under minimum supervision

Junior Quality Analyst 

Key Responsibilities

  • Quality calibration with team members and other support staff and team leads in order to improve call quality.
  • Participate in the design of call monitoring formats and quality standards. 
  • Call monitoring and provide trend analysis data & feedback to call center team leaders and managers.
  • Use quality monitoring data management system to compile and track performance at team and individual level. 
  • Monitor customer care social media and email responses to customers and ways of improving the responses
  • Participate in Agent and client listening programs to identify customer needs and expectations. 
  • Be proactive and answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Deliver weekly/monthly coaching feedback to agents- One on one session.
  • Conduct and evaluate customer feedback surveys.
  • Reporting – Prepare and analyze internal and external quality reports for management staff review (Daily, weekly, Monthly)
  • Improve the current Calltronix Net Promoters Score by ensuring a high client satisfaction rate

Desirable Skills & Qualifications:

  • Strong organizational skills 
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail 
  • Ability to work independently with minimal supervision. 
  • Capability of problem-solving 
  • 2- 3 years’ experience working in a contact center 

Multichoice Training Facilitator

Responsibilities:

  • Design and develop training programs (outsourced and/or in-house)  
  • Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development)  
  • Conduct organization-wide training needs assessment and identifies skills or knowledge gaps that need to be addressed  
  • Assess instructional effectiveness and determine the impact of training on employee skills and KPIs  
  • Maintain updated curriculum database and training records
  • Manage and maintain in-house training facilities and equipment  
  • Scheduling training sessions 
  • Ensuring that the training materials are up to date
  • Assist the Head of training to create training support materials
  • Handle any other task associated with organizing and scheduling training sessions
  • Collecting details from a feedback form and presenting to the head of training and the management team.  

Skills & Qualifications

  • Have a thorough understanding of the organization’s goals and mission
  • Proven work experience as a Training Facilitator or similar role
  • Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor, and evaluate)
  • Advanced MS Excel 
  • Strategic planning, multitasking, and organizational skills 
  • Articulate written and oral communication skills
  • Exemplary pedagogical and instructional skills 
  • Excellent and in-depth knowledge of the Multichoice contact center products and services
  • Bachelor’s degree in Education, or a related


 If this sounds like you, send your cover letter and resume to:  hr@calltronix.com.

 Application Deadline: 15th January 2022

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