Job Title: Sr. Trainer I / Sr. Quality Evaluator Job Description The Sr. Trainer / Sr. Quality Evaluator is an experienced and skilled role that is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. At the same time, role requires extensive knowledge regarding quality control. This position requires attaining and maintaining certification in the Trainer and Quality Certification Program (EVOLVE), assisting support for the development of Program Ready Trainers/Trainer I, curriculum review and modification as needed, and evaluation of training programs using various feedback methods. The Sr. Trainer / Quality Evaluator will be responsible for the successful knowledge transfer from another site and setting the training framework as well as performing the necessary quality checks and evaluations, coachings and RCA. **Essential Functions/Core Responsibilities** • Responsible for the successful knowledge transfer and framework application • Responsible for student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment • Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities • Accountable for achieving individual training performance metrics • Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required) • Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations • Maintain the training equipment and the classroom • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients • Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation • Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis • Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures • May be required to provide written evaluations of trainers’ performance and review with manager on a timely basis • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills • Analyzes possible solutions using standard procedures and principles • Builds knowledge of the organization, processes and customers Solves a range of straightforward problems • Receives a low level of guidance and direction • Evaluate contacts/cases of associates for the transactions handled • Identify root cause issues and recommend solutions for improvement • Effectively monitor and evaluate compliance • Create, maintain and execute coaching plans to develop Advisor's skills for performance improvement • Drive/identify improvement areas in assigned area/project • Collaborate with Operations, Training and other stake holders for the delivery as per SOW requirements • Develop Controls to minimize external and internal escalations • Drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality • Collect Data and perform analysis and RCA on metrics and publish reports • Ensure consistency through calibration of internal Quality scores with the client scores through effective interaction with the client Quality team • Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources **Candidate Profile:** • Experience as a Trainer or QE is required • Excellent communication skills, both written and verbal ( **English - B2 is required and German/French/Dutch B2 level** ). • Ability to effectively present information to internal and external associates • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment • Demonstrated ability to take initiative and ownership with focus on continuous improvement • Excellent attention to detail • Strong customer service disposition and sense of professionalism • Solid understanding of the organization's business operations and industry. Demonstrated business Acumen **• Willingness to work 09.00-18.00 Mon-Fri on site from our office in Sofia** •Advanced Microsoft Office knowledge Location: BGR Sofia - Advance Business Center Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**