Training Specialist

About the role

As a Training Specialist, you will be responsible for the end-to-end development and delivery of our training programs. From facilitating new‑hire nesting to upskilling tenured agents, you will play a crucial role in ensuring our teams meet the highest operational standards. If you are passionate about coaching, creating impactful training content, and collaborating with leadership to bridge performance gaps, we want you on board!

Key responsibilities

• Curriculum Delivery: Facilitate new‑hire training (nesting) and continuous learning programs for various accounts.
• Performance Tracking: Analyze training effectiveness through KPIs, agent assessments, and quality assurance (QA) scores.
• Content Development: Update and create training materials, standard operating procedures (SOPs), and product knowledge guides.
• Coaching & Mentoring: Work alongside Team Leaders to identify knowledge gaps and upskill underperforming agents.
• Stakeholder Collaboration: Coordinate Operations and HR teams to align training initiatives with business goals.

Required profile

• Experience: Typically 1–3 years of training or facilitation experience, preferably in a BPO or international customer service setting.
• Communication: Native‑level fluency in English (written and verbal) to effectively deliver and explain complex concepts.
• Skills: Strong project management, presentation, and coaching capabilities.