IJP - Training Facilitator Global

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility for onboarding training, refresher training, resource creation, analysis, and overall performance across multiple sites as required. This role involves analyzing customer interactions, presenting findings to the Training Lead, and delivering training and coaching to maximize team performance. While the primary focus is training, the role also requires assessing training effectiveness by reviewing performance during live customer interactions, following the quality evaluation process.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Training & Facilitation

Facilitate onboarding training for global markets and/or brands

Deliver refresher, cross-training, and upskill training as required

Foster a culture of learning and high-quality customer experience

Quality & Continuous Improvement

Review live customer interactions to assess training effectiveness

Identify common agent challenges and escalate insights to the Training Lead

Recommend new procedures, resources, and improvement initiatives

Ensure all training materials, resources, and documentation are consistently accurate, up-to-date, and aligned with current processes, systems, and business requirements; proactively identify and implement necessary updates as changes arise.

Knowledge Management & Resource Development

Create and maintain training resourc