1. Planning and Preparing: • Creates lesson plans for training delivery; • Reviews, evaluates and
modifies, if necessary, the training curriculum (all training modifications must be approved by the
client); • Prepares materials and resources for training delivery; • Reserves training room and
equipment; • Checks equipment and networks for functionality and access; • Reviews and
masters all content and activities for instruction.
2. Training Delivery: • Provides clear instruction using a variety of techniques and activities; •
Enforces adherence and attendance of participants; • Maintains a positive learning environment; •
Evaluates learning and mastery of content, skills and procedures; • Provides feedback and
guidance to learners; • Enforces company rules and policies during training hours.
3. Training Reports: • Completes daily, weekly, and end of training reports and submit to all
pertinent parties; • Signs off trainees with individual reports to the operations supervisor; •
Records and explains training attrition; • Recommends changes to curriculum, methods or
activities based on observations during training delivery.
4. Needs Analysis: • Partners with QA to determine areas of opportunity in CSR performance; •
Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in
training programs; • Recommends training initiatives to support operations in surpassing KPI’s
and metrics; • Develops action plans to remedy deficiencies.
5. Updating and Maintaining Knowledge: • Takes calls meeting the account weekly quota; •
Performs quality audits to meet the account weekly quota; • Attends calibration sessions; • Reads
all new processes and procedures provided by the client and/or operations; • Receives refresher
training as necessary; • Remains informed and current in instruction practices, teaching
methodologies and training best practices.
6. General Account Responsibilities: • Supports all areas of account operations in order to
provide knowledgeable, competent and motivated staff; • Interacts with clients when necessary
for training purposes, especially regarding curriculum and training modifications (All modifications
must be approved by the client);
7. Other tasks as assigned by account manager: • Maintains training materials to ensure
documentation is current and relevant given market changes and evolution; • May contribute to
the design of training events and learning solutions; • Tracks and manages performance in the
classroom and, if required, manage transition to team mgr./stakeholder; • Follows standard
evaluation and measurement process/protocol to assess comprehension and adoption of

External Qualifications