Contact Centre Training Specialist

**Overall Purpose of the Job**: We’re looking for a dynamic **Training Specialist** to develop and deliver high-impact training programs in a fast-paced environment. If you have a passion for coaching, and driving business results, this is your opportunity to make a difference

**Key Responsibilities**:

- Deliver **technical and product training** to enhance agent performance.
- Coach and mentor teams to **elevate service quality and efficiency**.
- Continuously improve training strategies and materials.
- Ensure teams provide **accurate, courteous, and consistent customer service**.
- Measure training effectiveness and support performance improvement.
- Collaborate with divisional managers to optimise processes and training.
- Conduct refresher courses and manage knowledge checks.

**Minimum Qualifications and Experience**:

- Bachelor’s degree in human resources/management, Training or Development or any related area.
- Relevant Training Qualification
- Minimum 3 years relevant experience in the role is required
- Computer literate skills
- Solid experience with Microsoft Office
- Experience in security industry will be advantageous
- Code 08 Drivers Licence

**Main Duties**:

- ** New Hire Induction & Onboarding**
- Conduct **comprehensive induction training** for all new agents.
- Ensure agents understand and comply with **company policies, processes, and customer service standards**.
- Provide hands-on **product and system training** to build agent confidence and competence.
- **
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**.
- Facilitate **refresher training** to reinforce key knowledge areas and address performance gaps.
- **
Performance Coaching & Development**
- Identify training needs through **call monitoring, performance reviews, and feedback**.
- Work with **team leaders and manag**ers to develop targeted coaching plans.
- Conduct **one-on-one coaching sessions** to improve agent efficiency and service quality.
- **
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.
- Provide feedback on **service consistency and call handling** based on quality audits.
- Engage with the National QA Manager
- **
Training Materials & Reporting**
- Develop and update **training content, scripts, and knowledge bases**.
- Maintain **accurate training records, attendance sheets, and assessment results.**:

- Provide **training reports and performance insights** to management for continuous improvement.
- **
Continuous Learning & Support**
- Organize **monthly training sessions and workshops** to keep agents up to date.
- Assist with **implementing new processes, tools, and customer engagement strategies.**:
**Behavioural Competencies**:
- Critical thinker with innovative problem-solving skills
- Familiar with traditional and modern training processes
- Strategic and creative mindset
- Growth mindset
- Excellent organisational and time management skills
- Very good command of the English language
- Meticulous attention to detail
- Good project management skills
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations
- Coping with pressure and setbacks
- Adapting and responding to change
- Relating and networking

**_ Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._