Customer Care Trainer
2025-05-13T02:10:34+00:00
M-Kopa
https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_951/logo/M-KOPA.png
https://www.m-kopa.com/
FULL_TIME
Kampala
Kampala
00256
Uganda
Marketing, Sales and Service
Customer Service
2025-05-27T17:00:00+00:00
Uganda
8
We are looking for a Customer Care Trainer to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.
Job Purpose
As a Customer Care Trainer, your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products, and processes in line with the company’s overall customer care strategic objectives.
Key Responsibilities
- Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities.
- Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training.
- The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
- Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter.
- Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills.
- Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
- Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions.
- Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
- Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country.
- Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.
This is a hybrid role reporting to the Customer Care Training Manager.
Expertise
- Bachelor’s degree in any field or equivalent experience
- Have a minimum of 3 years of professional experience in Customer Care
- Have a minimum of 2 years of professional experience as a Trainer
- Computer literacy with a bias towards Excel and PowerPoint
- Good understanding of call center operations and metrics
- Knowledge of the company’s products & processes
- Able to assess training needs
- Can communicate and articulate issues clearly
- Creative thinker
Key Responsibilities Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities. Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training. The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head. Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter. Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills. Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes. Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions. Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc. Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country. Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.
Expertise Bachelor’s degree in any field or equivalent experience Have a minimum of 3 years of professional experience in Customer Care Have a minimum of 2 years of professional experience as a Trainer Computer literacy with a bias towards Excel and PowerPoint Good understanding of call center operations and metrics Knowledge of the company’s products & processes Able to assess training needs Can communicate and articulate issues clearly Creative thinker
JOB-6822aa1a0823f
Vacancy title:
Customer Care Trainer
[Type: FULL_TIME, Industry: Marketing, Sales and Service, Category: Customer Service]
Jobs at:
M-Kopa
Deadline of this Job:
Tuesday, May 27 2025
Duty Station:
Kampala | Kampala | Uganda
Summary
Date Posted: Tuesday, May 13 2025, Base Salary: Not Disclosed
Similar Jobs in Uganda
Learn more about M-Kopa
M-Kopa jobs in Uganda
JOB DETAILS:
We are looking for a Customer Care Trainer to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.
Job Purpose
As a Customer Care Trainer, your main objective will be to ensure the Customer Care team is well-trained and updated on new features, products, and processes in line with the company’s overall customer care strategic objectives.
Key Responsibilities
- Manage the call center training operations: manage the call center day-to-day training operations, which include prioritizing training responsibilities, scheduling trainers, and scheduling training activities.
- Training content development: Develop high-quality training content that covers the key training areas, which include product, system, process, and soft skills training.
- The trainer will also be responsible for developing customer-facing content such as IVR script, SMS, Videos, Infographics, flyers and agent call scripts, in conjunction with the Global Support Head.
- Management of the training calendar: Build and manage the monthly training calendar, ensuring the key topics for training are covered by the end of the quarter.
- Training: Working with the BPO training team, coordinate training for new joiners and ongoing refreshers covering: Product, process, systems, and soft skills.
- Quiz development and administration: Develop and administer a knowledge quiz and track and disseminate the results of both the ongoing and monthly quizzes.
- Training needs analysis: Analyze training needs based on feedback from Quality, Team Leaders, Call listening sessions, and mystery shopping, and schedule training sessions.
- Knowledge management: Develop content for and manage all Knowledge tools: Knowledge base, Notion, Videos, GIFs, etc.
- Training process: Custodian of the end-to-end training process, including updating of the same with any upcoming changes in-country.
- Reporting: Prepare and present reports that show training progress, trends, and demonstrate training impact.
This is a hybrid role reporting to the Customer Care Training Manager.
Expertise
- Bachelor’s degree in any field or equivalent experience
- Have a minimum of 3 years of professional experience in Customer Care
- Have a minimum of 2 years of professional experience as a Trainer
- Computer literacy with a bias towards Excel and PowerPoint
- Good understanding of call center operations and metrics
- Knowledge of the company’s products & processes
- Able to assess training needs
- Can communicate and articulate issues clearly
- Creative thinker
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
All Jobs | QUICK ALERT SUBSCRIPTION
