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Associate CS Trainer - ShopeePay
Job updated 7 days ago
The employer was active about 13 hours ago
Job Description
- Training plans:
- Create detailed training plans, roadmaps for onboarding training. Update advanced
- training programs on new features and business operations (SOPs). Ensuring training
- schedules are implemented on time.
- Organizing training and evaluating effectiveness:
- Schedule appropriate classes and prepare materials.
- Develop effective training frameworks.
- Organize or observe training sessions
- Monitor, measure, and report on the progress and outcomes
- Stakeholder Coordination:
- Work with outsourced vendors to drive overall quality improvements and knowledge
- Work closely with regional teams to ensure alignment on quality strategy.
- Identify insights and optimize processes and SOP to ensure efficiency and compliance
- Collaborates with the operations team to align & build SOP from end to end, and improve
- processes
- Identify team pain points and suggest improvements to streamline workflows and optimize
- performance.
- KYC audit
- Audit randomly weekly and identify process inefficiencies and propose enhancements to
- streamline processes.
- Support and training for agents (if needed).
- AI Bot Training: Work with the regional team to complete AI training in the required stages.
- Reporting: report to line reporting weekly on work progress and any challenges or initiatives to support work.
Requirements
- Minimum 1-2 years of experience in Trainer, Quality Assurance, or more than 2 years in customer service in the field of e-wallets, fintech.
- Experience with platform training and as well as planning and delivering courses.
- Good communication skills (verbal & written). Being able to communicate in English.
- Good stakeholder management skills.
- Critical & logical thinking, problem-solving skills.
- Patient, enthusiastic, and positive attitude.
- Good team player, quick learner.
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About us
Shopee is the leading e-commerce platform in Southeast Asia and Taiwan.
Launched in 2015, it is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and fulfillment support.
We believe online shopping should be accessible, easy and enjoyable. This is the vision Shopee aspires to deliver on the platform, every single day.