BPO Trainer

About the role

We are looking for a BPO Trainer to deliver high-quality training and development services to our company and its clients. The role focuses on instructional design, curriculum development, and facilitating corporate and leadership programs to ensure employees have the competencies needed to meet strategic objectives.

Key responsibilities

• Deliver training courses and onboarding sessions for BPO agents.
• Conduct Training Needs Analysis using QA performance data, trends and other sources.
• Design, develop and update training materials, handouts, manuals and assessments.
• Facilitate product knowledge tests, mock calls, simulations and side-by-side coaching.
• Maintain a database of training resources and track post-training evaluations.
• Coordinate with other departments for process improvements and support training-related needs.
• Perform training audits, program evaluations and continuous learning sessions.
• Provide coaching, feedback and performance reviews to agents.

Required profile

• Minimum 1 year of training and development experience in the BPO or call-centre industry.
• High school diploma or equivalent.
• Strong analytical and decision-making skills to assess performance trends and learning needs.
• Excellent oral, written and interpersonal communication abilities.
• Ability to multitask in a fast-changing environment and manage time effectively.

Required skills

• Instructional design (TNA, curriculum development, continuous TQA improvement).
• Training delivery and facilitation.
• Performance analysis and data-driven decision making.
• Coaching and feedback techniques.
• Use of training management tools and databases.