About the role
About Zeal Group
Zeal Group is an award-winning FinTech company established in 2017, providing a wide range of financial products and services. Today, we have grown to a global team of over 500 employees.
Key Responsibilities
As a Customer Service Trainer, you will be responsible for developing the capabilities of the Global Client Experience team by ensuring consistent product knowledge, service quality, and training effectiveness.
Training & Knowledge Management
- Become the subject matter expert on the company's products, services, policies, and procedures, and stay up to date with all changes. - Design and deliver comprehensive onboarding programs for new hires. - Develop continuous learning programs for existing Customer Service staff. - Create training materials, manuals, online learning modules, and instructional content. - Maintain and manage the annual training calendar.
Training Delivery
Deliver training through multiple learning methods, including:
- Classroom training - Virtual training - E-learning modules - Workshops - Coaching & mentoring - On-the-job training - Simulation exercises
Quality Assurance & Performance Improvement
- Build and maintain a Quality Assurance (QA) framework to identify knowledge and performance gaps. - Conduct training needs analysis through:
- Job analysis - Career development plans - Annual performance reviews - Consultation with line managers
- Develop individual or departmental training and development plans.
Training Evaluation
- Monitor training effectiveness and learning outcomes. - Measure training ROI and prepare regular reports. - Continuously improve training programs based on feedback and business needs. - Stay updated with industry trends and best practices in learning & development.
Training Operations
- Manage the training budget. - Coordinate ongoing employee development initiatives. - Customize training solutions to address specific business challenges.
Requirements
Education
- Bachelor's Degree in any discipline. - Majors in Finance, Economics, or other business-related fields are preferred.
Experience
- 1-3 years of experience in Customer Service Training role or similar roles - Demonstrated success in designing and implementing training programs. - Mandatory experience in Forex/CFD Trading or the financial trading industry.
Professional Skills
- Strong knowledge of both traditional and modern training methodologies, including:
- Coaching - Mentoring - Classroom training - On-the-job training - E-learning - Workshops - Simulations
- Excellent communication, presentation, and leadership skills. - Strong planning, organizational, and time management abilities. - Excellent writing skills for preparing reports, SOPs, and training manuals. - Good computer literacy and database management skills.
Language Requirements
- Fluent in English and Mandarin (both written and spoken).
Benefits
What we can offer you:
- Life Insurances - Team Building
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