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.