Basic Information

Ref Number


Primary Location

Market! Market!



Description and Requirements

Position Summary

The trainer’s main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

Functional Responsibilities

  • 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.
  • 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.
  • 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. 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.
  • 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.
  • 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);
  • 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 knowledge to ensure successful job readiness transition.


    • Bachelor's Degree in any field
    • At least three (3) years experience in a call center or any similar industry
    • Project Management skills and MS office
    • Good verbal and written communication skills

Additional Job Description

Learning Services Specialist for Payoneer

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.