Vacancy Details
Employer: Fidelity Services Group
Overall Purpose of the Job: We are looking for a dynamic Training Specialist to develop and deliver high-impact training programs in a fast-paced environment. If you have a passion for coaching, and driving business results, this is your opportunity to make a difference!
Key Responsibilities:
- Deliver technical product, sales, objection handling, sales pipeline management training to enhance agent performance.
- Coach and mentor teams to elevate service quality and efficiency.
- Continuously improve training strategies and materials aligned with company SOPs.
- Ensure teams provide accurate, courteous, and consistent customer service.
- Act as a subject matter expert, driving knowledge excellence.
- Measure training effectiveness and support performance improvement.
- Collaborate with divisional managers to optimise processes and training.
- Conduct refresher courses and manage knowledge checks.
Minimum Qualifications and Experience:
- Bachelor’s degree in human resources/management, Training or Development or any related area.
- Relevant Training Qualification
- Listener (software) experience - advantageous
- Call Centre experience - advantageous
- Security or Operations management experience
- Minimum 3 years relevant experience in the role is required
- Computer literate skills
- Solid experience with Microsoft Office
- Experience in security industry will be advantageous
- Code 08 Driver's License
Main Duties:
- New Hire Induction & Onboarding
- Conduct comprehensive induction training for all new agents.
- Ensure agents understand and comply with company policies, processes, and customer service standards.
- Provide hands-on product and system training to build agent confidence and competence.
- Ensure new employees have IT log in’s, phone log in and all right requirements to complete job function.
- Take ownership of all assets assigned for training purposes such as PC’s, speakers, projectors, headsets, whiteboards etc.
- Product, Technical & Soft Skills Training
- Deliver ongoing product, technical, and service training to improve agent performance.
- Coach agents on effective communication, sales techniques, and problem-solving skills.
- Facilitate refresher training to reinforce key knowledge areas and address performance gaps.
- Performance Coaching & Development
- Identify training needs through call monitoring, performance reviews, and feedback.
- Work with team leaders and managers to develop targeted coaching plans.
- Conduct one-on-one coaching sessions to improve agent efficiency and service quality.
- Compliance & Quality Assurance
- Ensure all agents adhere to company policies, compliance regulations, and industry standards.
- Conduct regular knowledge assessments and quality checks to maintain training effectiveness.
- Provide feedback on service consistency and call handling based on quality audits.
- Support with ongoing QA Below Benchmark and Auto Fail training.
- Engage with the National QA Manager
- Training Materials & Reporting
- Develop and update training content, scripts, and knowledge bases.
- Maintain accurate training records, attendance sheets, and assessment results.
- Provide training reports and performance insights to management for continuous improvement.
- Continuous Learning & Support
- Organize monthly training sessions and workshops to keep agents up to date.
- Assist with implementing new processes, tools, and customer engagement strategies.
- Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.
- Administration
- Updating and maintenance of CCC SOP’s, memo’s, and Annexures.
- Updating and maintaining of all CCC Training material.
- Updating and support regarding all CCC documentation requirements in line with internal and external Audits.
Behavioral Competencies:
- Critical thinker with innovative problem-solving skills
- Familiar with traditional and modern training processes
- Strategic and creative mindset
- Growth mindset
- Excellent organisational and time management skills
- Very good command of the English language
- Meticulous attention to detail
- Good project management skills
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations
- Coping with pressure and setbacks
- Adapting and responding to change
- Relating and networking
58 people have applied for this job. 556 people have viewed this job.
About Fidelity Services Group
Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation.
Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovating, the Group remains a front-runner in the security solutions market.
Through a bouquet of services and related products, the Group can tailor make a solution for any requirement. With the Group's exceptional leadership, the unwavering commitment of management and that of all its employees, the Group has enjoyed exceptional growth over the last five years.
The Group's Cash Solutions business continues to grow and has quickly become a serious competitor in the market, garnering a large number of high profile national contracts and bringing state of the art technology backed by Fidelity's hands-on approach to the market
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