• Executes process training to the Operations team and calibrates results across
• Standardizes and organizes training modules, and ensures to keep it updated aligned with the new releases in the process
• Manages knowledge transfer, material development, and training delivery
• Develops and deploys skills matrix program and understands the need to upskill or cross-skill
• Creates, refines, and delivers new hire on-boarding program (pre-process and process)
• Collaborates with quality team and management across the site to identify operational deficiencies and develop Lean, solution-oriented, measurable training
• Delivers dynamic training sessions across the project to a diverse learning audience
• Ensures effective knowledge transfer via an assortment of teaching techniques, assessment tools, and continuous improvement opportunities
• Manages multiple and high priority projects with competing deadlines
• Builds and maintains fruitful, beneficial relationships horizontally and vertically across the organization
• Training Needs Analysis
• Training Design and Development
• Training Delivery
• Training Evaluation

Job Qualifications:

• Bachelor's degree holder
• Must have at least 3 years of experience in Training and Development under BPO Operations (ILT and VILT).
• Min of 1.5 – 2 years as a process SME / auditor/coach in a voice process
• Must have experience in communication skills coaching
• Technical/customer service or its equivalent for a designated customer base
• Have knowledge and experience the ADDIE Learning model and Kirk Patrick Model. Recommended but not required.
• Excellent Training Delivery and Classroom Management Skills
• Excellent coaching and mentoring skills
• Knowledge of Adult Learning Principles
• Excellent written and verbal communication skills in English required. Must pass US Berlitz B2 level (or equivalent such as IELTS, TOEFL, Versant) upon hire (non-US resident)
• Proficient analytical and problem-solving skills
• Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams