Product & Technical Trainer (Campaign Specific)

Product & Technical Trainer - Johannesburg, South Africa Office

The Quantanite group is a multinational company headquartered in London, UK, providing business process outsourcing and IT consultancy services. We have offices in Dhaka and Johannesburg, as well as a growing presence in the United States.

Job Purpose

The primary responsibility of this role is to provide bespoke learning solutions and technical training support to internal and external stakeholders. You will focus on upskilling and cross-skilling call centre associates in technical systems and core customer service excellence to drive operational KPIs. The successful candidate will manage the full training lifecycle: from analysing needs and designing content to implementing training and reporting on its impact.

The position is based in Johannesburg, South Africa, working with international Clients and Quantanite employees across all levels within the organisation.

Key Responsibilities 

1. Technical Training & Upskilling

• Curriculum Development: Design and develop learning collateral, curricula, and outcomes-based assessments to ensure associates are "work-ready" for live technical environments. 

•  Process & Systems Training: Act as a functional trainer specialising in product, process, and systems training.  

• Upskill & Cross-skill Deployment: Execute training for associates, Team Leads (TL), and Quality Assurance (QA) staff when process or system changes occur. 
• Onboarding: Facilitate onboarding and technical training for new hires and backfill requirements.  AI Integration: Leverage AI and technology to enhance training content, methodology, and reporting to improve associate performance.

• Facilitate huddle sessions to host education sessions based on key skills hortages identified and to create awareness on any process, brand or system changes

2. Customer Service & Coaching 

• Quality Coaching: Provide real-time on-the-job coaching and floor support to help associates meet operational KPIs and business objectives. 

• Performance Support: Conduct "side-by-side" reviews of recorded customer interactions to ensure interaction objectives are met and documented correctly.  

• Feedback Loops: Provide objective assessments regarding associate quality, compliance, and adherence to customer interaction procedures.  

• Refresher Training: Identify and address skills/knowledge shortages through targeted refresher training and "huddle" education sessions.

• Customer Interaction Skills Development: Design and deliver high-impact customer service excellence modules focused on empathy, active listening, and conflict resolution to enhance the overall customer experience
   

3. Training Administration & Stakeholder Management

• Stakeholder Partnership: Build collaborative relationships with Clients and Operations to plan, coordinate, and measure training success.
   
• Reporting: Compile and submit detailed post-training reports and daily/weekly/monthly updates for internal and external stakeholders.
   
• Data Analysis: Use data intelligence and feedback to continuously innovate training methods and track learner records.
  
   
• Live Production Engagement: Periodically perform live customer engagement activities to maintain hands-on product expertise. 

• Call Quality Calibration: Actively participate in mandatory internal & external calibration sessions.
• Consistently exhibit the client and company culture of excellence, values, responsiveness, accountability, and teamwork

Candidate Profile

Experience & Technical Skills

• Proven experience in a technical campaign,  specialising in product, process, and systems.
• Knowledgeable in Learning Content Design and development.
• Proficiency in  Google Suite.
• Experience with Quality Assurance practices, including calibration sessions and interaction monitoring.
• Proficiency in Business Report writing.
• 
  

Core Competencies

• Communication: Excellent oral and written business communication skills across all organisational levels.
• Analytical Thinking: Ability to analyse data for better decision-making and evaluate training impact.
• Adaptability: Ability to work flexible hours in a resilient, high-pressure environment.
• Innovation: A proactive approach to researching new training methods and leveraging AI tools.
  

Requirements

• Strict adherence to non-disclosure of client information.
• Exceptional time management and ability to meet strict deadlines.