Position: Trainer/Quality Auditor
Company: Helpware
Category: Other
Experience required: 1y
English level: fluent

Helpware is a technology-driven American company with offices in the USA, Ukraine, Germany, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

**Responsibilities:**

To assist with new comers onboarding and training, as well as create and conduct upskill coaching sessions for the existing/senior team members on both locations Mexico and Ukraine
To manage the overall coordination, production, and use of training materials for the training programs and ensure the consistency of use
To prepare manuals and training documentation
To oversee the product updates aligned and coach the team accordingly
To do regular Quality Analysis for the MX team
To manage the MX team's performance and provide feedback in a timely manner
To ensure to write and administer performance reviews for skills improvement
To analyze reports to provide areas of improvement with the help of data visualization
To provide daily direction and communication to employees to ensure calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner
To manage nesting agents to ensure proper performance before moving to the operations floor
To conduct regular 1:1 sessions, team meetings with the MX agents
To be always available to employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution
To cultivate the agents’ feeling of belongingness to the team by guidance of the company’s/client’s mission and vision and behavioral aspects that play a major role in their yearly performance evaluation/reviews
To ensure the processes are aligned towards the client's business needs by having regular syncs with team
To work in close cooperation with the UA Team Lead, OM to ensure the consistency and coherence of processes followed by both MX and UA teams
To directly report to the UA OM and ensure all the critical situations are delivered in a timely manner

**Basic Qualifications:**

Minimum of 1-year experience in sales with excellent experience in people and client management will be a plus
Experience in managing the processes and people 
Ability to adapt to a dynamic environment where changes may take place at any given time
Ability to analyze data and use that data to drive decision making and implementation of effective solutions
Proven ability to be a good team player, decision-maker and effectively handle complex situations
Ability to embrace constant change with flexibility and graciously handles it
Must be a good collaborator and can exceed expectations

**We offer:**

Downtown Kyiv location in a modern office (5-minute walk from Kontraktova) or possibility to work remotely;
Business hours: 2 pm - 11 pm (Kyiv time);
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with the native speaker;
Family environment with an extremely friendly team and unlimited support.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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