.**About Us**Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.**Position Overview**We are seeking a dedicated Trainer whose main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.**Primary Responsibilities**:- Creates lesson plans for training delivery; - Reviews, evaluates andmodifies, if necessary, the training curriculum (all training modifications must be approved by the client); - Prepares materials andresources for training delivery; - Reserves training roomand equipment; Checks equipment and networks for functionality and access; Reviews and masters allcontent and activities for instruction.- Provides clear instruction using a variety of techniques and activities; - Enforces adherence andattendance of participants; - Maintains a positive learning environment; - Evaluates learning andmastery of content, skills and procedures; - Provides feedback and guidance to learners; - Enforces company rulesand policies during training hours.- Completes daily, weekly, and end of training reports and submit to all pertinent parties; - Signs off trainees with individual reports to the operations supervisor; - Records and explains training attrition; - Recommends changes to curriculum, methods or activities based on observations during training delivery.- Partners with QA to determine areas of opportunity in CSR performance; - Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs; - Recommends training initiatives to support operations in surpassing KPI's and metrics; - Develops action plans to remedy deficiencies.- Takes calls meeting the account weekly quota; - Performs quality audits to meet the account weekly quota; - Attends calibration sessions; - Reads all new processes and procedures provided by the client and/or operations; - Receives refresher training as necessary; - Remains informed and current in instruction practices, teaching methodologies and training best practices