Sutherland is seeking an experienced and reliable person to join us as a SME / Trainer. We are a group of driven and hard-working individuals.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Professionals in this role get to : Enable and Guide : Performing weekly effectiveness and efficiency coaching for consultants to ensure team’s productivity.
Conduct weekly side-by-side time with consultants. Supporting Team Leaders in setting improvement programs and action plans for consultants.
Gathering up-to-date information and integrating feedback into the best practices. Handle escalations. Providing recommendation to assist in creating new training programs.
Identifying and reporting any training needs to maintain quality level. Prepare and submit weekly / monthly test questions and recommendations.
Manage Knowledge : Informing training, consultants and Ops of any gaps in contact handling. Participating in creation of new procedures, processes, etc.
Collecting product information from client. Spreading product knowledge to operations. Update existing procedures. Updating knowledge management database.
Ensure Quality : Calibrating with TMs, QAs and clients, at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Coordinating, preparing data and conducting weekly refresher trainings with consultants. Ensuring through follow up that action plan objectives have been met, feedback quality and performance results, coaching, follow up and consequences (PDP, Action Plan).
Our most successful candidates will have :