Trainer – New Hire & Process Training Specialist

About the role

Symbos is seeking an experienced Trainer to design and deliver engaging new‑hire, process, systems and refresher training across its AI‑enabled customer experience programs. You will lead classroom‑based, virtual and blended sessions, assess learner readiness and partner with Operations and Quality to ensure a smooth transition from training to live production.

Key responsibilities

• Facilitate onboarding, product, process, systems, compliance and refresher training for onsite and remote trainees.
• Adapt facilitation techniques to diverse learning styles and performance needs.
• Conduct role‑plays, simulations, knowledge checks and practical assessments to measure learning transfer.
• Provide coaching, feedback and post‑training support during nesting and floor transition.
• Track attendance, assessment results and learner progress; identify gaps and recommend targeted interventions.
• Develop and maintain facilitator guides, learner materials, assessments and job aids.
• Coordinate with Operations, Quality and subject‑matter experts to keep training content accurate and relevant.

Required profile

• Minimum 2 years experience as a Trainer, Learning Specialist, Training Facilitator or similar role in a BPO or contact‑centre environment.
• Proven ability to deliver training to remote learners via virtual platforms.
• Strong presentation, verbal and written English communication skills.
• Excellent organisational, documentation and stakeholder‑coordination abilities.
• Willingness to work flexible shifts based on scheduled training.

Required skills

• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft Teams