Training Supervisor

About the role

The Training Supervisor ensures that training delivery is consistent, effective, and aligned with client expectations and internal quality standards. This role partners closely with operations, quality, and client stakeholders to drive readiness, performance, and continuous improvement within the training function.

Key responsibilities

• Supervise daily activities of SSG trainers, overseeing new hire, upskill, and cross‑training programs.
• Monitor training attendance, pacing, and completion to meet client and business timelines.
• Ensure smooth handoff of trained classes to operations and track early performance trends.
• Conduct side‑by‑side observation of trainer performance, providing coaching, feedback, and development plans.
• Track and report trainer and class performance metrics such as certification rates and survey results.
• Maintain and update training materials, job aids, and guides to align with client and program requirements.
• Partner with Quality, SMEs, and client stakeholders to integrate process updates into training.
• Mentor trainers in classroom management, credibility building, and stakeholder engagement.
• Facilitate regular calibration, touchpoints, and best‑practice sharing sessions within the training team.
• Act as the primary contact between trainers, operations, quality, and client representatives for training needs.
• Present training updates, trends, and improvement recommendations to leadership and coordinate readiness planning for new launches and curriculum updates.