Qureos Mentor

Concentrix Corporation

Job Title:Trainer Banking/Fintech Job DescriptionThe Trainer II 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. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods. Essential Functions/Core Responsibilities <ul> <li>Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations </li> <li>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 </li> <li>Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities </li> <li>Accountable for achieving individual training performance metrics </li> <li>Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required) </li> <li>Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations </li> <li>Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients</li> <li>May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids</li> <li>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 </li> <li>Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis </li> <li>Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures </li> </ul> Candidate Profile <ul> <li>Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred </li> <li>Prior experience in Banking/Fintech preferred </li> <li>Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.) within a Call Centre environment for at least two years. </li> <li>Strong communication skills, both written and verbal, in both English and Arabic</li> <li>Must be available on short notice </li> <li>Proficient in Microsoft Office </li> <li>Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable</li> <li>Self-starter, sense of urgency, and works well under pressure </li> <li>Strong attention to detail </li> <li>Sense of professionalism and ability to develop good relationships </li> </ul> Career Framework Role 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 moderate level of guidance and direction

Trainer Banking/Fintech

Job DescriptionThe Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.<ul> <li>Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email</li> <li>Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)</li> <li>Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices</li> <li>Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes</li> <li>Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies</li> <li>Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)</li> <li>Contribute to maintaining forms and legends documents</li> <li>Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals</li> </ul>

Quality Analyst Banking/Fintech

The Luxury brand ambassador position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through other social channels depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services. <ul> <li>Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp...)</li> <li>Curate unforgettable, personalized experiences for high net worth clients</li> <li>Maintain broad knowledge of client products and/or services</li> <li>Exceed sales and CRM targets while fostering long term client relationships</li> <li>Leverage your deep product knowledge materials, craftsmanship, heritage to advise and inspire</li> <li>Maintain utmost discretion and professionalism in every interaction</li> <li>Collaborate seamlessly with the team to uphold brand standards across all touchpoints</li> <li>Support on ecommerce related enquiries for all sites in the region</li> <li>Respond to after-sales related questions(basics only) o</li> <li>Transfer calls/e-mails to the appropriate department as needed and follow-up to closure</li> <li>Have the brand culture and knowledge to respond with service excellence to all types of questions</li> <li>Have the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients' requests</li> <li>Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )</li> <li>Participate in activities designed to improve customer satisfaction and business performance</li> <li>Offer additional products and/or services</li> <li>Track, document and retrieve information in call tracking database</li> </ul>

Customer Service Ambassador

The Consultant will leverage their understanding of core digital marketing activities, digital analytics systems, and data visualization tools to drive insights and help to tell a story from the data. The Consultant's efforts will help to support continuous improvements to the customer experience through large data-set analysis, BI visualization, measurement strategy, funnel abandonment analysis, analytics tracking strategy and other emerging practices. The Associate is proficient with common analytics systems, such as Google or Adobe Analytics, as well as data visualization systems, including Google Looker Studio, PowerBI, and Tableau. The role also requires basic understanding of tag management systems like Google Tag Manager and Data Warehouse. This role is highly collaborative and will interface with team members from across various disciplines and client verticals.
Responsibilities:
<ul>
 <li>Conduct analytics and channel assessments to understand current performance against benchmarks, uncover and quantify opportunities for digital experience improvement, and create audience intelligence.</li>
 <li>Create, recommend, and execute relevant measurement strategies and plans based on consumer centric business goals.</li>
 <li>Establish KPIs that demonstrate a connection to significant business impact and enterprise strategic initiatives.</li>
 <li>Provide prescriptive recommendations for performance improvement, based on available data, customer insights, and relevant best practices for acquisition and retention marketing.</li>
 <li>Interview stakeholders: review and build data, dashboards, reports, and research across digital experiences (including websites, portals, mobile apps, and other digital platforms)</li>
 <li>Participate in audience intelligence projects - creating behavioral segmentation models, profiling and detailing intent-based segments using survey and behavioral data, collaborating with other disciplines to provide a rich understanding of customer dynamics</li>
 <li>Create and dissect dashboard reports/suites for various levels of review.</li>
 <li>Research and leverage data, analytics, and business intelligence to shape Digital Product strategies and goals.</li>
 <li>Contribute to personalization initiatives through research, ideas, strategies and methodology execution/plans while collaborating with other team members/departments.</li>
 <li>Audit data collection implementations based on our goals and best practices.</li>
 <li>Create solution design documents/tracking plans and collaborate with technical teams on data collection implementations.</li>
</ul>
Qualifications:
<ul>
 <li>Bachelor's degree</li>
 <li>3+ years of experience in digital/web analytics.</li>
 <li>Ability to explain complex data, analyses, and findings</li>
 <li>Familiarity with analyzing data from systems like Google Analytics, Firebase, Adobe Analytics, Looker Studio, Power BI and other Digital Experience tools.</li>
 <li>Experience with the Google Marketing Suite and Adobe Marketing Cloud</li>
</ul>

Digital Analytics Consultant

Join Concentrix Corporation and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Concentrix Corporation

ABOUT_COMPANY

Trainer Banking/Fintech

Quality Analyst Banking/Fintech

Customer Service Ambassador

Digital Analytics Consultant