Job Summary

Key Responsibilities

● Training Delivery:  ○ Conduct engaging and interactive training sessions for new hires and existing   employees, covering topics such as product/service knowledge, customer   service skills, communication techniques, and BPO processes.  ○ Facilitate classroom training, on-the-job training, and virtual training session

Adapt training delivery methods to cater to diverse learning styles and ensure  

effective knowledge transfer. 

○ Monitor and evaluate trainee performance during training sessions, providing  

constructive feedback and coaching. 

● Training Development: 

○ Develop and maintain training materials, including presentations, manuals, job  

aids, and e-learning modules. 

○ Design and implement training programs based on identified needs and  

performance gaps. 

○ Collaborate with subject matter experts (SMEs) to ensure training content is  

accurate and up-to-date. 

○ Utilize various training methodologies and tools to create engaging and effective  

learning experiences. 

● Performance Monitoring and Reporting: 

○ Track and analyze training effectiveness through assessments, evaluations, and  

performance metrics. 

○ Generate regular reports on training outcomes and identify areas for  

improvement. 

○ Provide feedback to management on trainee performance and training program  

effectiveness. 

○ Conduct Knowledge Tests and proficiency assessments. 

● Process Improvement: 

○ Identify opportunities to improve training processes and methodologies. 

○ Stay updated on industry best practices and emerging training trends. 

○ Contribute to the development of training policies and procedures. 

● Quality Assurance: 

○ Ensure that trainees are adhering to quality standards and BPO policies. 

○ Train on call monitoring and quality evaluation. 

○ Assist in calibration sessions. 

Skill Requirements

Other Requirements