Responsibilities:

• Plan, facilitate, and deliver ongoing process training in an international BPO environment.
• Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service.
• Serve as the subject matter expert, elevating the knowledge level of our staff to meet the expectations of leading global brands.
• Measure the effectiveness of training programs and provide guidance and support to associates and supervisors for performance improvement.
• Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements.
• Review training content regularly to incorporate updates and changes.
• Participate in internal and external calibrations to maintain consistency in training delivery.
• Conduct refresher training based on Training Needs Identification (TNI).
• Manage knowledge checks for new hires and production staff.

Requirements:

• Fluent in English with strong written and verbal communication skills.
• Exceptional customer and client handling skills.
• Experience in process, soft skills, and up-skilling training.
• Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.