What You’ll Do<\/p>\n
\tDesigning and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules
\n\tDesigning role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements
\n\tConducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence
\n\tLeading nesting programmes and providing hands-on coaching during agents’ transition to the live working environment
\n\tMonitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps
\n\tPartnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards
\n\tTracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training \u2014 and reporting on these regularly
\n\tMaintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library
\n\tCollaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights<\/p>\n
This is an\u00a0on-site\u00a0role based in\u00a0Nairobi, Kenya. You will be reporting to the Customer Care Manager.<\/p>\n
Expertise<\/p>\n
\tMinimum 3 years of training experience within a contact centre environment
\n\tDemonstrated ability to design and deliver engaging training content across multiple formats
\n\tExperience with virtual training tools such as Zoom or Microsoft Teams
\n\tFamiliarity with contact centre systems \u2014 CRM, telephony, and quality monitoring tools
\n\tAbility to create multimedia training content including videos, interactive modules, and job aids<\/p>\n
Apply Through:<\/p>\n
jobs.ashbyhq.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.ashbyhq.com","_company_name":"M-KOPA Solar","_company_website":"http:\/\/www.m-kopa.com\/","_company_tagline":"M-KOPA\u2019s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR\u2026 M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. Each 8W battery powered-system comes with three lights, m... read moreobile phone-charging and a solar powered radio. Customers can now opt for a 20W system with digital TV. As of July 2016, M-KOPA has connected over 400,000 homes to affordable solar power. Current customers will make projected savings of US$ 300 Million over the next four years. M-KOPA\u2019s customers will enjoy 50 million hours of kerosene-free lighting per month. Total employment created in East Africa is 2,500. In March 2016, M-KOPA emerged boldest at Financial Times Arcelor Mittal- Boldness in Business Awards in the Developing Markets category. In February 2016, M-KOPA was recognised as the Best Mobile Innovation for Emerging Markets at the Global Mobile Awards. In 2015, M-KOPA was recognised by Fortune Magazine as one of the Top 50 Companies Changing The World and won the Zayed Energy Future Prize. M-KOPA has also won the 2014 Bloomberg Pioneer Award and 2013 FT\/IFC Excellence in Sustainable Finance Award.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[704,693,717,1339,1356],"job-types":[1244],"class_list":{"0":"post-96232","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96232","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96232"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96232"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96232"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96232"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}