Contact Centre Training Specialist at Fidelity Services Group

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.
• Act as a subject matter expert, driving knowledge excellence.
• 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 managers 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.
• Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.