Sutherland is seeking a reliable and detail-oriented person to join us as a Trainer. We are looking for driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Our Training Specialist get to**: **Train a select team of outstanding Customer Service Consultants **:To make a difference for end-users, by training new hires in customer service skills and client product and process **Positively impact on Program performance -Train and coach **:To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers **Analyze performance and create TNI (training need)**:Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performace is critical to this role **Teamwork**: To join a supportive team environment where collaboration is critical to providing the best experience for our customers **Qualifications**: - Education: Preferably College Graduates or Diploma holders - Language Skills: Bilingual trainer, C1 Spanish, B2 English level. - No disciplinary actions within 6 months. - Tenure minimum of 6 months within Sutherland. - Excellent communication skills - verbal, written, listening: - Communicates his/her questions and answers in a well-organized manner. - Basic Cultural/market sensitivity with respect to norms of the primarily North American customer - base - Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms) - Typing skill (30 WPM, Accuracy of 85%) - People Skills: Extroverts - like to socialize - Is able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, - professional backgrounds, and geographical locations - Ability to build networks within and across functions through proactive communication. - Soft Skills:Must be a self-starter, organized, and excellent with time management - Ability to maintain a high degree of confidentiality and professionalism is critical - Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential - Call handing Skills: Very high Customer centricity - Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way - Solution oriented, polished etiquette - Creates a positive impression of client when interacting with customers. - Facilitation Skills: Agenda planning, active listening - Create positive interactive environment that drives learning - Ensures effective participation, facilitation through demonstration - Work Experience: Overall at least 2 Years BPO Experience - Training Experience : Preferably should have been in a role of QA/SME/VTF/Trainer for at least 6 months within Sutherland - Set positive example with their behavior - Drives time sensitivity - is not tardy - Complete given tasks within timelines set - MUST be Flexible to work in any shift - Has to meet and exceed a Quality Assurance goals and other Client KPIs