Training Leader

Working Location: Hai Ba Trung, Hanoi

Job Description:

Gear Inc is seeking a Training Leader for our Moderation team. The ideal candidate will play a crucial role in overseeing and coordinating various aspects of the training process to ensure its effectiveness and successful delivery.

Main Responsibilities:

• Responsible for training processes, procedures, and tools in meeting the end-to-end training requirements and input/output metrics;
• Ensure timely ongoing training completion and actions to improve internal and external training metrics;
• Ensure monthly transaction monitoring and coaching completion targets are met by the team;
• Build strong client engagement to ensure client satisfaction on the business performance to the client;
• Manage client escalations for training;
• Responsible for the overall planning, implementation, and improvement of training quality;
• Set up, improve, drive, and streamline Refresher & Coaching;
• Observe, analyze, and develop Training Quality Analysts / Trainers by using different methods such as classroom observations, trainers self-transactions, scores, training metrics;
• Meet new hire batches regularly during the training period to assess early warning system, trainees motivation, and overall experience;
• Attend internal, client, and stakeholder meetings periodically;
• Create learning plans for team members for self-learning and succession planning;
• Conduct effective induction and orientation sessions for new team members;
• Build strong employees to manage escalations, attrition, etc;
• Engage self and team members in learning / upskilling to create succession plans and continuous development;
• Identify and drive value adds into the process through best practice sharing.

Job Requirement:

• At least 3 years of experience in the training field, training experience in BPO industry is preferred;
• Proficient in English 4 skills (at least C1 level);
• Strong management and leadership skills; coaching skills;
• Moderation knowledge and used to work at BPO is a plus;
• Excellent presentation, communication and analytical skills;
• Able to drive key performance metrics related to training;
• Proficient skills with MS Office (Word, Excel, PowerPoint), Google Drive and Internet applications;
• Flexible, adaptable to new changes.

Benefits:

1. Salary and Benefits

• Attractive salary and benefits (Competitive Basic Salary, Lunch Allowance, 13th-month Salary, Additional Bonus, Profit Sharing) and annual salary review;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check, annual flu vaccination;
• Summer vacation (Paid days off and bonus);Paid leave (12 days/year)

2. Working Environment

• Flexible working hours, we work 5 shifts per week amounting to 40 hours, arranged by the company; The detailed working hours are as following: 9:00 AM - 6:00 PM Monday to Friday;
• International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
• Standing desks if you like, Modern hardware, No dress code, Free drinks (coffee, tea, etc.);
• Internal English class fully sponsored by the company with a native teacher during working time;
• Training and career development opportunities;
• Free in-house gym and game room for everyone. We love board games, video games, PS5, ping pong, football tables, and VR games.

All interested candidates are welcome to apply. Please send your English resume expressing your interest to us. Please note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.