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 Lead gets 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 performance 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, B2 or above. Spanish, B2 English level. No disciplinary actions within 6 months. 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 adjust 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 handling 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 +1 year of experience as a trainer - High integrity in following client and SGS mandated processes - 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