Performance Enhancement Expert

6 days ago


Midrand, Gauteng, South Africa Architectural Services Full time

We are looking for a highly skilled Performance Enhancement Expert to join our Architectural Services team

About the Role

This position requires a strong background in training and development, with a focus on enhancing customer experience. The ideal candidate will have at least 3 years of experience in a similar role, a Bachelor's degree in human resources/management, Training or Development or any related area, and relevant training qualification.

The key responsibilities of this role include:

  • Developing and delivering high-impact training programs to enhance customer experience.
  • Coaching and mentoring teams to elevate service quality and efficiency.
  • Continuously improving training strategies and materials aligned with company SOPs.

The successful candidate will have excellent communication and interpersonal skills, very good command of the English language, and a solid understanding of adult learning principles.

Main Responsibilities

This role involves:

  • New Hire Induction & Onboarding: Conduct comprehensive induction training for all new agents, ensuring they understand and comply with company policies, processes, and customer service standards.
  • Product, Technical & Soft Skills Training: Deliver ongoing product, technical, and service training to improve agent performance, coach agents on effective communication, sales techniques, and problem-solving skills.
  • Performance Coaching & Development: Identify training needs through call monitoring, performance reviews, and feedback, work with team leaders and managers to develop targeted coaching plans.
  • Compliance & Quality Assurance: Ensure all agents adhere to company policies, compliance regulations, and industry standards, conduct regular knowledge assessments and quality checks to maintain training effectiveness.

The selected candidate will be a strategic thinker with innovative problem-solving skills, familiar with traditional and modern training processes.



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