Training Specialist

We are looking for a Training Specialist who believes that great customer experiences begin with

well-prepared, confident agents.

This role supports the delivery of structured learning programs and works closely with Operations and Quality to ensure agents are equipped to perform consistently.

You will play an important role in shaping agent capability — from onboarding to refresher training and performance coaching. If you enjoy working with people, analyzing performance gaps, and helping others improve, this role may be a good fit for you.

Key Responsibilities and Training Delivery

- Conduct onboarding training for new hires (product knowledge, systems, processes, soft skills, compliance).

- Facilitate refresher sessions and performance improvement workshops.

- Deliver training for new product launches, policy updates, and client requirements.

- Adapt delivery style to different learner profiles across internal and BPO teams.

Coaching & Performance Support:

- Work closely with Team Leaders and QA to identify learning gaps.

- Conduct one-on-one and group coaching sessions.

- Support agents on performance improvement plans.

- Reinforce service behaviors aligned with customer experience standards.

Reporting & Collaboration:

- Prepare training reports and post-training evaluations.

- Partner with Operations, HR, Quality and BPO stakeholders.

- Ensure training interventions are aligned with business targets.

Added Advantage:

- Quality Management & Continuous Improvement.

- Ability to review interaction trends and QA findings to identify common errors or skill gaps.

- Recommend enhancements to training materials and job aids.

- Support continuous learning initiatives to improve speed to competency.

Experience:

- 1 to 2 years in contact center operations, training.

Skills:

- Strong facilitation and presentation skills.

- Clear and confident communicator.

- Comfortable analyzing performance data.

- Organized and able to manage multiple priorities.

- Proficient in Microsoft Office; LMS exposure is a plus.

- Basic to intermediate training content design, development and deployment.

Personal Qualities:

- Approachable and patient when training or coaching others.

- Professional and credible in team and training settings.

- Accountable and dependable.

- Adaptable in a fast-paced environment.