WE NEED YOU:

General:

• Deliver onboarding and refresher training for new and existing agents (product, process, system, soft skills).

Specific:

• Develop, update, and maintain training materials, SOPs, guides, assessments, and knowledge base content.
• Conduct training needs analysis based on QA/OPS feedback, performance trends, and project changes.
• Collaborate with QA & Operations to address performance gaps and ensure knowledge alignment.
• Facilitate communication, soft skills, call/chat/email handling, and customer experience training.
• Conduct post-training assessments and evaluations to measure knowledge retention and readiness.
• Track and report training results, trainee performance, and improvement progress.
• Support calibrations and process alignment discussions to ensure consistency across QA/OPS/Team Leads.
• Coordinate system/process updates and ensure knowledge rollout to frontline is accurate and timely.
• Support project launches, scope changes, and new feature rollouts through knowledge transfer sessions
• Perform additional training duties as required by OPS/Client.
• Other duties as assigned...

WORK LOCATION:

• Pico Plaza, 20 Cong Hoa, Bay Hien Ward, HCMC.

WORKING TIME:

• 6 days/week (~25 days/month); 8 hours/shift.
• Service time: 24/7.

REQUIREMENTS: 

• Minimum 6 months – 1 year training, coaching, mentoring, or supervisory experience in a contact center.
• Strong communication skills: presentation, facilitation, coaching, and feedback delivery.
• Proven ability to train large groups and handle fast-paced operational changes.
• Experience collaborating with QA/OPS to improve performance & quality.
• Strong MS Office/Google Workspace skills (Slides, Excel, Word, Sheets).
• Solid English communication skills (written + verbal).
• Strong organization, time management, prioritization, and multitasking.
• Ability to analyze performance trends and translate insights into training actions.
• Preferred: experience in e-commerce/online platform/social app/customer service support.

BENEFITS:

• Salary: Negotiable 
• 13th month salary.
• Insurances per Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Periodical bonus: twice/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.
• Meal allowance, transport allowance & parking fee...