Call Center Trainer – Training & Development

About the role

The Trainer will design, deliver and monitor training programs for call‑center agents, ensuring they meet performance, compliance and quality standards. You will work closely with the Training Manager and operational teams to support both new hires and existing staff.

Key responsibilities

• Assign pre‑study work and track completion for each trainee.
• Communicate "Trainee at Risk" situations to the Training Manager based on attendance, assessment scores and performance metrics.
• Conduct outlier, vitality and ad‑hoc client‑related training sessions.
• Train new and existing team members on Standard Operating Procedures (SOPs) and process updates.
• Collaborate with cross‑functional teams to create and design new training content.
• Monitor calls for soft‑skill, process and compliance adherence, providing coaching and feedback.
• Analyze audit, compliance and communication data, develop action plans and implement remediation programs.
• Maintain training schedules, deliver assessments and ensure certification before leading sessions.
• Provide refresher and remedial training, and support floor‑level training initiatives.

Required profile

• Detail‑oriented with strong analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work productively under varying service‑level demands.
• Proactive in identifying training gaps and implementing solutions.
• Experience in a call‑center or customer‑service environment is preferred.

Required skills

What we offer

• Opportunity to shape the performance of a large agent workforce.
• Collaborative environment with continuous learning.
• Access to internal training resources and certification programs.