Training Specialist - App Social Video

- Deliver onboarding and refresher training for new and existing agents (product, process, system, soft skills).
- Develop, update, and maintain training materials, SOPs, guides, assessments, and knowledge base content.
- Identify training needs based on QA/OPS feedback, performance data, and error trends.
- Conduct post-training evaluations to measure knowledge retention and improvement.
- Coordinate with QA/Team Leads/Operations to align standards, updates, and communication.
- Support new features, scope changes, and business/process updates through training sessions.
- Handle additional training tasks as assigned to support operational and quality goals.

* Kinh nghiệm / Kỹ năng chi tiết:

- 1 years of experience training, coaching, mentoring, or supervisory experience in a contact center.
- Experience in E-Commerce, Technology is a plus.
- Strong communication skills: presentation, facilitation, coaching, and feedback delivery.  
- Proven ability to train large groups and handle fast-paced operational changes. 
- Experience collaborating with QA/OPS to improve performance & quality
- Strong MS Office/Google Workspace skills (Slides, Excel, Word, Sheets).
- Solid English communication skills (written + verbal). 
- Strong organization, time management, prioritization, and multitasking.
- Ability to analyze performance trends and translate insights into training actions.