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data analysis customer service training assessment facilitation📋 Description
- Facilitate training sessions for Customer Care; identify skill gaps.
- Develop learning content; ensure reps are equipped and confident.
- Link people, data, and learning; translate needs into practical training.
- Run monthly assessments; track outcomes; report on what's working.
- Partner with BPO teams to train outsourced agents to standard.
- Bridge product/process changes to the floor; ensure understanding.
🎯 Requirements
- Proven experience delivering and facilitating training for large contact centres.
- Ability to develop training content including guides, job aids, assessments.
- Strong analytical and reporting skills using QA feedback and performance data.
- Experience managing end-to-end assessment administration.
- Comfortable in a fast-paced, hybrid role across markets.
🎁 Benefits
- Hybrid role in Accra, Ghana with flexible work.
- Family-friendly policies and well-being focus.
- Flexible work and development opportunities.
- Multinational team across UK/Europe/Africa.
- Opportunity to drive digital and financial inclusion.
- Equal opportunity employer with diverse workforce.
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