Customer Operations Trainer

Job Title: Customer Operations Trainer Department: Operations / Training Location: Rwanda (Kigali) 1. Job Summary The Customer Operations Trainer is responsible for onboarding new employees, delivering training, assessing staff competencies, closing knowledge gaps, and supporting continuous improvement in customer service operations. The role ensures employees understand company values, products, processes, quality standards, and client requirements. 2. Key Responsibilities A. New Hire Onboarding and Training • Introduce new employees to company values, policies, and operational procedures. • Facilitate onboarding, product training, and nesting support for new hires. • Activate new hires using authorized client-provided credentials. • Monitor training progress and provide regular updates to Operations, Training, and Quality teams. • Ensure a smooth transition of trained employees to their assigned supervisors. B. Performance Improvement and Refresher Training • Identify training needs in collaboration with Operations and Quality teams. • Develop and deliver refresher and upskilling sessions based on performance gaps. • Prepare training materials, assessments, and learning modules. • Develop training content covering products, customer service skills, company culture, and operational processes. • Measure training effectiveness and provide recommendations for improvement. C. Knowledge and Quality Management • Participate in process update sessions, team briefings, and quality calibration meetings. • Communicate product and process updates to employees and ensure completion of assigned training. • Assess employee competencies and address identified knowledge gaps. • Support quality improvement initiatives and evaluate the impact of procedural changes. D. Operational Support • Support operational performance targets, including handling time, accuracy, attendance, and productivity. • Provide backup support for Solution Coaches through audits, coaching, and communication of updates. • Work closely with Operations and Quality teams to improve employee performance and customer experience. E. Compliance and Information Security • Adhere to company policies, ethical standards, confidentiality requirements, and information security procedures. • Protect company, employee, and client information from unauthorized access or disclosure. • Report suspected security breaches, compliance violations, or incidents promptly. • Handle personal and client data in accordance with company policies, contractual obligations, and applicable laws. Requirements 3. Educational and Professional Qualifications • Diploma or degree in Education, Communications, Human Resources, Public Relations, or a related field. • Proficiency in Microsoft Office, particularly PowerPoint and Excel. • Excellent written and spoken English, with C1-level proficiency and strong grammar skills. • Fluency in both Canadian French and English is highly preferred. Bilingual candidates with strong verbal and written communication skills in both languages will be given preference. 4. Experience Requirements • At least two years of relevant experience, preferably within the Business Process Outsourcing (BPO) or customer service industry. • Experience managing new-hire training batches and facilitating employee onboarding. • Understanding of customer service operations, quality standards, and performance reporting. 5. Key Skills and Competencies • Strong organizational skills and attention to detail. • Excellent communication, presentation, and facilitation skills. • Ability to analyze performance reports and interpret operational procedures. • Strong problem-solving, critical-thinking, and decision-making abilities. • Ability to develop engaging training materials and deliver presentations to diverse audiences. • Strong interpersonal skills and the ability to work effectively in a multicultural environment. • Ability to manage competing priorities and achieve performance objectives. 6. Work Environment and Physical Requirements The role involves extended periods of computer use, sitting, communication through telephone or digital platforms, and the preparation of training materials and reports. Occasional standing, walking, and other routine office activities may be required. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential duties.