subject matter expert / TrainerEnglish Plus Republic

SUBJECT MATTER EXPERT / TRAINER
 
Primary Function
 
The primary function of a Product Trainer/SME is to train agents and employees on specific products or services that the company offers. Their role is crucial in ensuring that employees have the necessary knowledge and skills to effectively support clients and customers.
 
Main Duties & Responsibilities
Product Knowledge: The Product Trainer becomes an expert on the products or services offered by the company. They thoroughly understand the features, benefits, and usage of each product. This knowledge is then imparted to employees during training sessions.
Training Development: Product Trainers are responsible for developing training materials, modules, and resources. They create or customize training content based on the specific needs of the employees. This includes designing presentations, manuals, job aids, and other training materials.
New Hire Training: When new employees join the company, the Product Trainer conducts initial training sessions to familiarize them with the products or services they will be supporting. They cover topics such as product features, customer handling techniques, troubleshooting, and any relevant policies or procedures.
Ongoing Training: As products or services evolve or new offerings are introduced, Product Trainers conduct regular training sessions to update BPO employees. They keep employees informed about any changes, enhancements, or updates in the products. This ensures that the employees are equipped to address customer inquiries or issues effectively.
Training Delivery: Product Trainers deliver training sessions through various mediums such as classroom sessions, webinars, e-learning modules, or one-on-one coaching. They use a combination of instructional techniques, including presentations, demonstrations, simulations, and role-plays, to enhance learning.
Performance Evaluation: Product: Trainers assess the performance and knowledge of employees through quizzes, assessments, or practical exercises and make sure to target high passing rates and training success. They provide feedback and guidance to help employees improve their product knowledge and customer support skills. Trainers are also responsible for the training results and provide analysis of the data for future reference.
Collaboration with Client: Product Trainers work closely with client, including product managers, subject matter experts, and operations managers. They collaborate to gather information on product updates, gather feedback on training effectiveness, and ensure alignment between product features and support processes.
Team Assistance: Once there is no training, the Trainer will perform various CSR tasks to any team that needs support. The Trainer will assist the Team Lead if the Team Lead will be not around on the shift.
Qualifications & Competencies
Product Knowledge: A deep understanding of the products or services offered by the company is essential. The Product Trainer should possess in-depth knowledge of the features, functionality, and usage of each product. They should stay updated on any changes or updates to the products and be able to explain them clearly to employees.
Training and Facilitation Skills: Strong training and facilitation skills are crucial to effectively deliver training sessions. The Product Trainer should have the ability to engage and motivate learners, present information in a clear and concise manner, and facilitate interactive learning activities. They should be comfortable using various training methodologies and technologies.
Communication Skills: Excellent verbal and written communication skills are essential for a Product Trainer. They should be able to articulate information clearly, adapt their communication style to different audiences, and actively listen to trainees' questions and concerns. Clear communication is vital in ensuring trainees understand and retain the product knowledge.
Instructional Design: Proficiency in instructional design principles and methodologies is valuable. The Product Trainer should be able to develop effective training materials, including presentations, manuals, job aids, and e-learning modules. They should understand how to structure content, incorporate interactive elements, and create engaging and learner-centered training materials.
Industry and Process Knowledge: Familiarity with the BPO industry and the specific processes within the organization is beneficial. Understanding the BPO environment, customer support best practices, and relevant industry regulations helps the Product Trainer provide context and practical examples during training sessions.
Training Evaluation and Feedback: The ability to assess trainee performance, provide constructive feedback, and evaluate training effectiveness is important. Product Trainers should have skills in designing assessments and quizzes, analyzing results, and identifying areas for improvement. They should be able to provide feedback to trainees and work with them to enhance their product knowledge and skills.
Adaptability and Learning Agility: BPO environments often undergo frequent changes, including product updates, new service offerings, or evolving customer requirements. Product Trainers should be adaptable and quick learners, capable of staying updated on changes and effectively incorporating them into training materials and sessions.
Interpersonal Skills: Strong interpersonal skills are necessary to build relationships with trainees and stakeholders. Product Trainers should be approachable, patient, and supportive, creating a positive learning environment. They should be able to collaborate effectively with subject matter experts, product managers, and operations teams to gather information and align training content with business needs.
Experience in BPO or Customer Support: Previous experience in the BPO industry or customer support roles is advantageous. This experience provides practical insights into the challenges faced by BPO employees and enables the Product Trainer to relate to trainees' experiences and provide relevant examples during training.