Sr. Trainer

Sutherland is seeking a reliable and detail-oriented person to join us as an
**Associate**
**Training Manager**. We are looking for driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

**Our Associate Training Managers get to**:
**Train a select team of outstanding Banking Consultants**: To make a difference for end-users, by training new hires in Banking skills and client product and process.

**Positively impact on Program performance -Train and coach**: To coach consultants to listen, bridge, identify the areas of opportunities and train, recommend far-reaching solutions for customers.

**Analyze performance and create TNI (training needs identification)**:Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performace is critical to this role.

**Teamwork**: To join a supportive team environment where collaboration is critical to providing the best experience for our customers

**Qualifications**:
**Education** : Preferably College Graduates or Diploma holders

**Language Skills** : Bilingual trainer, C1 Spanish, B2 English level.

**Excellent communication skills** - verbal, written, listening:

- Communicates his/her questions and answers in a well-organized manner
- Basic Cultural/market sensitivity with respect to norms of the primarily North American customer

base
- Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
- Typing skill (30 WPM, Accuracy of 85%)

**People Skills**:
- Extroverts - like to socialize
- Is able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
- ability to build networks within and across functions through proactive communication.

**Soft Skills**:

- Must be a self-starter, organized, and excellent with time management
- Ability to maintain a high degree of confidentiality and professionalism is critical
- Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential

**Call handing Skills**:

- Very high Customer centricity
- Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
- Solution oriented
- Polished etiquette
- Creates a positive impression of client when interacting with customers.

**Facilitation Skills**:

- Agenda planning
- Active listening
- Create positive interactive environment that drives learning
- Ensures effective participation
- Facilitation through demonstration

**Work Experience**

Preferred at least 1 Year BPO Experience

Training Experience: Preferably should have been in a role of QA/SME/VTF/Trainer

Banking Domain Knowledge - MAJOR PLUS
- High integrity in following client and Sutherland mandated processes
- Set positive example with their behavior

- Drives time sensitivity - is not tardy
- Complete given tasks within timelines set
- MUST be Flexible to work in any shift
- Has to meet and exceed a Quality Assurance goals and other Client KPIs