What You'll Do

• Designing and facilitating training sessions for Customer Care Representatives across products, systems, processes, and customer handling and managing monthly assessments and certification readiness across all teams
  

• Conducting training needs analysis using QA feedback, quiz results, and performance trends, then building targeted interventions, coaching plans, and refresher sessions to address gaps
  

• Developing and maintaining training materials guides, job aids, facilitation plans; that stay current with SOPs, tools, and policies across both in-house and BPO environments, while acting as the learning liaison for cross-functional change rollouts
  

• Other tasks as assigned by your manager.
  

• Minimum 2 years' experience training call centre or customer support agents, with a solid understanding of contact centre KPIs, QA practices, and service workflows
  

• Demonstrated ability to develop practical training content guides, assessments, job aids and facilitate confidently across individual and group coaching settings
  

• A bachelor's degree in Education, Training & Development, Human Resources, or a related field, plus proficiency in CRM tools and Microsoft Office Suite.