CAREERS

TRAINING

The world of the training department is one of, if not the most crucial department because their main function is building, developing, and growing further our virtual assistants (VAs). Populated by the most tenured, experienced, and highly skilled remote process professionals, the training team is built to guide people into their peak potential as VAs in Rocket Station.

  • VA INSTRUCTOR
  • COMMUNNICATION SKILLS TRAINER
  • TRAINING DEVELOPERS
  • TRAINING SPECIALIST
VA INSTRUCTOR

VA INSTRUCTOR

TRAINING

KEY ROLE

The Rocket Station certification process ensures that all VAs who go through the program are set up for success. A VA Instructor’s main task is to facilitate onboarding and assess each VAs performance before certification.

RESPONSIBILITIES

Manage a class of new VA's to facilitate the transfer of knowledge and nurture the Rocket Station values

Focuses on strengthening foundation skills

Conduct screening and assessments to evaluate the VA's performance using the standards set by the company and the VA Scorecard system

Certify new VA’s and prepare them for client placement

Re-evaluate the certification plan and calibrate with the Career Specialist team to ensure the placement success of VAs

Schedule feedback sessions for the VAs and discuss items related to their performance or counseling sessions for discipline management

Maintain and update the VA scorecard

Coordinate with all Rocket Station departments for any related VA queries

Conducts Training Needs Analysis to continuously improve the training experience provided to all VAs

QUALIFICATIONS

Must have experience as a Trainer in a BPO company for at least 2 years.

Excellent verbal and written English communication skills.

Must be efficient with MS Office applications and Google Docs.

Possess strong organizational skills.

Has concise thought and critical comprehension.

US Real Estate knowledge is a plus.

Experience in facilitating virtual training classes is a plus.

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

COMMUNNICATION SKILLS TRAINER

COMMUNICATION SKILLS TRAINER

TRAINING

KEY ROLE

The Communication Skills Trainers are primarily responsible for facilitating communication skills training for newly hired virtual assistants.  They will also collaborate with the recruitment team to ensure that the communication skills standards are also enforced during the hiring process and that the recruiters are calibrated. Additionally, they will help the Training Development Team with designing, developing, and maintaining training materials for communication skills. Training materials include modules, presentations, videos, exercises, process documents, and assessments.

RESPONSIBILITIES

Facilitate communication skills training for new hires

Train new hires to speak in an American accent

Improve their grammar

Enhance their fluency

Assess the communication skills of new hires before endorsing them to the next phase of onboarding

Assist recruitment with enforcing communication skills standards for screening applicant

Serve as the conduit between the recruitment and training departments to ensure the consistency of standards through calibration sessions

Collaborate with the training development team to design and create communication skills training materials

Conduct training needs analysis as needed

Collaborate with other internal departments to address  learning needs related to communication skills

Uphold the company’s culture and serve as role model to new hires by embodying the company’s core values

QUALIFICATIONS

Excellent communication and facilitation skills

Able to converse and facilitate fluently with an “Americanized accent”

Highly knowledgeable in grammar fundamentals

A minimum of 1 year of experience in the training environment

A minimum of 2 years working in a call center or VA environment

High attention to detail

Tech-savvy, with required knowledge on basic microsoft and google software/apps

Basic knowledge of teaching methodologies and adult learning theories is an advantage

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

TRAINING DEVELOPERS

TRAINING DEVELOPERS

TRAINING

KEY ROLE

The Training Developer designs and creates instructional materials for New Hire Training and Client-specific Upskill Training curriculums. He or she conducts training needs analysis, develops training programs and materials to ensure that all training objectives are accomplished, and performance gaps are addressed. Training materials include modules, presentations, videos, exercises, process documents, and assessments.

RESPONSIBILITIES

Identify and analyze performance and behavior gaps, more specifically:

Conduct research to identify gaps in performance and behavior based on business goals.

Work with the other stakeholders and identify the target audience’s learning needs.

Escalate performance and quality deficiencies to Training Development Lead.

Design strategic learning solutions to meet business needs such as:

Design course curriculum to meet learning needs based on business goals.

Define training objectives for each material and determine appropriate training methods to ensure efficiency of training materials to produce high quality Virtual Assistants.

Develop an instructional strategy and curriculum to include measurable learning objectives that support learning tasks.

Develop learning programs, modules, presentations, activities, and tests such as:

Create engaging learning activities and compelling course content that enhances retention and transfer.

Develop effective and targeted certification requirements and evaluation methods

Design and develop creative and interactive instructor-led training and e-learning that is highly effective and professional.

Create process documents for supported business processes

Implement training programs and certify delivery trainers to ensure consistency

Facilitate initial training for new training programs and ensure training objectives are met and recommended methods are observed.

Conduct Train-the-trainer sessions as needed and certify the trainers when applicable

Evaluate and improve programs and materials such as:

Maintain, modify and improve existing course materials based on trainer, trainee and manager feedback

Gather up-to-date information and integrate feedback into the best practices.

Attend staff meetings, inter-departmental meetings, and client meetings when needed

Maintain project documentation and material folders.

Participate in the continuous innovation and creation of new training metrics to support operational business goals.

Provide support to trainers as needed.

QUALIFICATIONS

At least 2 years of experience as a Trainer in a BPO company is preferred

Has excellent English grammar and sentence construction.

Is highly proficient with MS PowerPoint