Trainer

Deliver induction, onboarding, product, process, and systems training for new hires. Facilitate classroom, virtual, and blended learning sessions. Train employees on company policies, culture, values, customer service, and workplace expectations Deliver soft-skills training covering communication, empathy, conflict management, problem-solving, and professionalism.

Conduct assessments, knowledge checks, role plays, and simulations to evaluate trainee readiness. Identify knowledge and performance gaps using quality reports, customer feedback, and performance data. Provide coaching, refresher training, and targeted interventions to improve performance. Develop and update training materials, presentations, assessments, facilitator guides, and job aids.

Support nesting and transition of trainees from training to production. Collaborate with Operations, Quality, HR, Team Leaders, and clients to align training with business requirements. Monitor training effectiveness, trainee performance, completion rates, and assessment results. Prepare accurate training reports and maintain training records and documentation.

Requirements

•Bachelor's degree/HND in Education, Human Resources, Business Administration, Psychology, Communications, or a related discipline.

• Minimum of 3–5 years' experience in training, learning & development, customer service, contact centre, or BPO operations.
• Previous experience as a BPO Trainer, Previous experience as a BPO Trainer, Facilitator, Team Lead, Quality Analyst, or Customer Experience professional is an advantage.
• Experience training large groups of employees is preferred.
• Experience with product/process training and soft-skills development.
• Strong understanding of contact centre/BPO operations.
• Experience with virtual and classroom training delivery.