Customer Operations Trainer

About the role

Career Directions Limited (CDL) is hiring a Customer Operations Trainer in Kigali, Rwanda, within its Operations / Training department. The trainer onboards new employees, delivers training, assesses staff competencies, closes knowledge gaps and supports continuous improvement in customer service operations, so that employees understand company values, products, processes, quality standards and client requirements.

Key responsibilities

• New hire onboarding: introduce new employees to values, policies and procedures; run product training and nesting support; activate new hires with client-provided credentials; monitor training progress and report to Operations, Training and Quality teams.
• Performance improvement: identify training needs with Operations and Quality, design and deliver refresher and upskilling sessions, prepare materials, assessments and learning modules, and measure training effectiveness.
• Knowledge and quality management: take part in process updates, quality calibration meetings and team briefings, communicate updates, assess competencies and support quality improvement initiatives.
• Operational support: help meet targets for handling time, accuracy, attendance and productivity, and back up Solution Coaches during audits and coaching.
• Compliance and information security: follow company policies and confidentiality rules, protect client and employee data, and report suspected breaches promptly.

Required profile

• Diploma or degree in Education, Communications, Human Resources, Public Relations or a related field.
• At least two years of relevant experience, preferably in BPO or customer service, including managing new-hire training batches.
• Excellent written and spoken English (C1 level); fluency in both Canadian French and English is highly preferred.
• Understanding of customer service operations, quality standards and performance reporting.

Required skills

• Proficiency in Microsoft Office, especially PowerPoint and Excel.
• Strong communication, presentation and facilitation skills, and ability to develop engaging training materials.
• Ability to analyze performance reports and work in a multicultural environment.