From Support Specialist to Quality Trainer
Anastasija's journey
2021
Content Moderator
2022
Trainer
"I really like my role because I came to the company to help people and do it in a way that people enjoy. After getting feedback from my colleagues, I understand that now I'm on the right track."
Anastasija began working for Concentrix + Webhelp in mid-2021. By now, she is already training both new and existing employees to introduce them to their job duties and help them advance their careers. We talked to Anastasija to find out how she moved from the Content Moderator role to a Trainer.
Q. When and how did you start working at Concentrix + Webhelp?
I started my Concentrix + Webhelp journey in July 2021. My friend, who was already working here, advised me to give it a try. At that time, I was still a student, and I wanted to somehow manage studies and work, so working from home in different shifts suited me perfectly.
Q. How do you remember your time as a Content Moderator?
I liked it! I liked the specifics of my work; there were clear instructions on how to do my tasks, and after half a year, I wanted to develop further. I applied for the "Get Ready" program (our internal career progression program).
I was also very lucky with my team; I found friends there with whom I still keep in touch with.
Q. What has been your career journey since then?
After I had spent 8 months working as a Content Moderator, two new vacancies opened in our site: Quality Analyst and Trainer. I had planned to become a Quality Analyst since the start, but the same friend who brought me to the company advised to try out for a Trainer. The two positions are somewhat related, so I followed his advice. And now, for one year and three months, I have been working as a Trainer.
Since I started in the training department, the work of a trainer has changed a lot. New programs appeared where we, as trainers, had to experience a completely new format: Skill Development, where we prepare our advisors for support staff positions. Now that we have our program, we have reached a new level of support staff, and we are preparing trainings that can help people with self-development and to improve work processes. Just the other day, we started a support staff program where we talked about healthy communication, personal boundaries, and conflicts.
Now, I really like my role in our site because I came to the company to help people and do it in a way that people enjoy. After getting feedback from my colleagues, I understand that now I'm on the right track, and the idea that I'm doing my part in improving Concentrix + Webhelp inspires me.
Q. Can you describe what you do as a trainer?
First, of course, is training. Training is a fairly long process where you must think about a hundred things at the same time and not forget anything. It is necessary to prepare materials, update them, and check them. After that, you prepare a classroom, learn about the people you’ll train. We spend a month onboarding and training them, and the next month, when everyone has successfully passed all the tests, you monitor and help them. Somewhere between this process, there are some repeated trainings, client documents that we translate, and Skill Development.
Q. What has been the biggest challenge in your career?
The biggest challenge is not particularly related to the company but rather to me, but it was Concentrix + Webhelp and the people who work here that helped me overcome my stage fright.
Perhaps with such phobias, it doesn’t seem logical to go for such a position as a Trainer, but if you really want something, then anything is possible!
So, on my first working day as a trainer, they put me in front of my colleagues and asked me to just talk about myself. My legs and voice were shaking so much that people became scared for me. For me, even then, their reaction was filled with understanding and support. Nobody condemned me and they believed in me!
Q. How did you overcome that?
I cannot say that I have completely overcome my fear; I still have moments where my voice trembles. But with more practice it became much less noticeable.
My manager and colleagues see my efforts, they see progress and they praise me, and over time, the excitement of public speaking became more pleasant than frightening.
I'm still terrified of new events and new experiences, but over time you just get used to this "trembling voice", learn to calm down, know how to breathe and just repeat the experience again and again until it stops being scary.
Q. What keeps you working in Concentrix + Webhelp?
People, it’s the people! No matter the difficulties are on the way, there are people around you who are with you on the journey and they will support you.
Q. What is your key to success?
To be honest, there is no secret key to success, or at least I don’t know about it . All my achievements have come to me through perseverance and hard work.
The desire to be better than yesterday, to know more and be able to do more than yesterday has been the driving force for me both at the start of my Concentrix + Webhelp career and now.
Q. Do you have any advice to the newcomers in Concentrix + Webhelp?
I would advise not to give up despite all the failures. Remember that the sun is still shining, you are still alive, and you can try everything again if you have the desire to.
Be kind to yourself first!
Feeling inspired?
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