Product Special-SME Campaign Specific na Quantanite

Senior Associate: Product Specialist  - 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.

This position’s primary duty and responsibility is to provide training support and bespoke learning solutions to all internal and external stakeholders. The successful candidate will be responsible for Analysing training needs, designing learning programmes, implementing training and reporting on the impact of training on all stakeholders.

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

Candidate profile: technical and experience requirements

• Functional trainer specialising in product, process and systems training
• Organizational skills and the ability to analyse data for better decision-making
• A team player and excellent in communication across all levels of the organisation
• Develop proactive relationships with other teams and managers across the organisation
• Business Report writing skills
• Ability to work flexible  working hours 
• Learning content design and development is an added advantage
• Stakeholder engagement and business partnering
  

Main Responsibilities include, but are not limited to:

Training:

• Work closely with the Client and Operations  concerning training planning, coordination, training delivery and measurement of success
• Client interaction and partnership to offer consultative training, support and innovative learning solutions.
• Successfully complete the train-the-trainer in-house Trainer accreditation program
• Proactively identify training needs in line with campaign, client and operational requirements. Review on an ongoing basis
• Facilitate outcomes-based training 
• Onboarding and training for new hires, backfill and continuous learning
• Develop and implement learning interventions as agreed by business and senior management
• Plan and coordinate all training interventions
• Gather feedback from the client and all stakeholders after each training session 
• Research and recommend new training methods
• Conduct pre- and post-training assessments for delegates
• Design and develop learning collateral and curriculum 
• Establish and maintain learner records after each intervention
• Compile and submit post-training reports for internal and external training conducted
• Evaluate the impact of training and advise on corrective measures
• Research relevant resources for learning to deliver training aligned to business and client needs
• Perform Training Administrative Activities
• Create and communicate learning schedules in consultation with relevant stakeholders
• Real-time on-the-job coaching and support
• Refresher training based on skills /knowledge shortages
• Deploy Upskill training for associates, TL, and QA  in the event of a change in process, systems
• Perform live customer engagement activity to maintain product expertise (Be in production outside of Training and Coaching activity example: email backlogs, backoffice issues)
• Conduct back-fill training in line with business needs
• Leverage AI and technology to enhance training content, training methodology and reporting to achieve the desired learning outcomes and associate performance.

Quality Assurance:

To deliver an advanced quality coaching, floor support and reporting service which will support the operation in accurately targeting operational KPIs and business objectives.

Key responsibilities:

• Side-by-side - review recorded interactions with customers and ensure that proper steps were taken regarding completing the interaction objective(s), documenting all required information and completing administrative tasks required
• Provide objective assessments regarding associates’ quality, compliance with process, and adherence to procedures for interactions with customers
• Complete the required evaluation forms where required; provide on-the-job feedback and training as required based on development areas
• Provide feedback with accurate details to leaders and managers through monitoring practices
• Update all relevant trackers and reporting 
• Build reports and end-of-day summaries (daily, weekly and monthly updates)
• Prepare and send electronic Buzz session documents to relevant agents/TLs
• Facilitate huddle sessions to host education sessions based on key skills hortages identified and to create awareness on any process, brand or system changes
• Actively participate in mandatory internal & external calibration sessions.

Client Management:

• Build strong collaborative relationships with internal and external functions and provide value-added solutions to our client/s.
• A resilient approach and ability to perform under pressure
• Consistently exhibit the client and company  culture of excellence, values, responsiveness, accountability, and teamwork

Competencies required:

• Effectively coach Associates to affect operational change and meet KPIs 
• Apply innovative methodologies of training to educate delegates on both functional and generic training using technology, AI, and simulated learning for high impact
• Ability to design outcomes-based assessments to deem delegates work-ready for live integration (knowledge and practical evaluations)
• Clear understanding of the competencies required for a successful associate working on a campaign
• Display professionalism in all correspondence with internal and external clients/colleagues
• Work closely and support all relevant stakeholders
• Product  work tasks that are accurate, neatly aligned, clear and concise in the form of electronic communication
• Effective self-management
• Continuous innovation of feedback through AI research and data intelligence
• Excellent time management abilities
• Adhering to deadlines
• Non-disclosure of client information
• Attention to detail
• Analytical thinking
• Confident, positive attitude and credible impression
• Proficient in MS Office and or Google Suite
• Excellent oral and written business communication skills