Junior Trainer (Campaign Specific) S13

Junior Trainer – Premium Global Lifestyle Brand Campaign

Working Hours: UK & US shifts. Flexibility required to work weekends and public holidays in line with operational demands.

About Quantanite

At Quantanite, we partner with globally recognised brands to deliver exceptional customer experience and advanced technical support solutions. Through innovation, data-driven insights, and people-first leadership, we build high-performing teams that protect brand reputation and consistently exceed customer expectations.

Our culture is grounded in accountability, collaboration, continuous improvement, and professional growth.

Position Overview

We are seeking a passionate and engaging Junior Trainer to support a premium global lifestyle and heritage brand campaign within our technical contact centre environment.

This role is critical in shaping brand ambassadors — ensuring advisors not only understand systems and processes, but deeply embody the brand’s values of quality, reliability, craftsmanship, and customer trust.

The successful candidate will deliver onboarding, product, systems, and process training, as well as refresher and upskilling programmes. The focus is on building confident, knowledgeable advisors who deliver seamless, premium customer experiences aligned with global brand standards.

You will partner closely with Operations, Quality Assurance, and Leadership teams to ensure training translates directly into performance excellence and customer satisfaction.

Key Responsibilities

Brand-Aligned Training Delivery

Facilitate engaging new hire, upskilling, and refresher training sessions.

Deliver classroom and virtual training that reinforces premium service standards.

Conduct product, systems, and process training aligned to campaign requirements.

Embed deep product knowledge and brand storytelling into training delivery.

Ensure learners are fully prepared for nesting and live customer interactions.

Reinforce customer-first behaviours that reflect durability, trust, and excellence.

Content Support & Continuous Improvement

Assist in updating training materials to reflect product innovations, system updates, or process changes.

Support the development of interactive learning activities, case studies, and realistic service scenarios.

Ensure training content remains accurate, brand-aligned, and operationally relevant.

Identify opportunities to enhance learning impact and retention.

Coaching & Learner Development

Provide post-training coaching and structured support.

Deliver clear, constructive, and performance-driven feedback during training and nesting.

Identify recurring knowledge gaps and escalate trends to the Training Manager.

Foster confidence, accountability, and ownership within learners.

Performance & Operational Alignment

Track learner attendance, assessment results, and readiness metrics.

Support reporting on training effectiveness and advisor preparedness.

Partner with Operations and QA to align training outcomes with KPIs, SLAs, and quality expectations.

Reinforce service excellence standards that protect and elevate brand reputation.

Stakeholder Collaboration

Work closely with Team Leaders, QA, and Operations to address evolving learning needs.

Maintain transparent communication regarding learner progress and potential performance risks.

Support operational objectives through proactive learning interventions.

Key Competencies

Strong facilitation and presentation skills.

Ability to translate brand values into practical service behaviours.

Clear and confident verbal and written communication.

Ability to engage learners in both in-person and virtual environments.

Strong organisational and time management skills.

Coachable and receptive to feedback.

Comfortable working with CRM systems, support tools, and LMS platforms.

Customer-centric and quality-driven mindset.

High attention to detail with appreciation for premium brand standards.

Minimum Requirements

Education:

Matric / NQF Level 4.

Experience:

Previous training, coaching, or facilitation experience preferred.

Experience within a BPO, contact centre, or customer service environment advantageous.

Exposure to product-based or technical support environments beneficial.