Bilingual Trainer (French & English)

About the role

The Trainer will assess employee competency, deliver targeted training, and close knowledge gaps to ensure high‑quality customer service. This bilingual position supports both French and English speaking teams and focuses on onboarding and continuous upskilling.

Key responsibilities

• Onboard new hires, introduce company values, mission, and vision, and activate them with client‑provided credentials.
• Set up and maintain training facilities, materials, and digital presentations.
• Deliver engaging training sessions that promote knowledge transfer and skill application.
• Provide feedback, coaching, and support during the nesting phase to improve retention.
• Collect training feedback, document progress, and report to the Training Supervisor.
• Analyze performance data to identify training needs and conduct refresher sessions.
• Observe CSR daily operations, identify improvement areas, and participate in frontline activities.
• Create and regularly update training content, including manuals and instructional videos.

Required profile

• Degree or diploma in Education, Communication, HR, or Public Relations.
• Minimum 2 years of experience, preferably in a BPO environment.
• Proficiency in MS Office.
• Fluent in English (C1) and French.
• Strong written, interpersonal, and conflict‑resolution skills.
• Experience managing new‑hire batches and facilitating training.
• Excellent planning, time‑management, and mentoring abilities.
• Self‑driven, proactive, and able to work collaboratively across departments.