KRA / Main

Detailed Description

Outputs and

Responsibilities

Key Responsibilities

• Design and deliver comprehensive onboarding programs for  new hires, focusing on product knowledge, communication  skills, soft skills, customer service, and system/process  training.

• Conduct regular training needs analysis in coordination with  Operations and Quality teams to identify skill and knowledge  gaps.

• Develop and implement ongoing training modules for existing  staff, including upskilling, refresher courses, and leadership  development programs.

• Evaluate the effectiveness of training through assessments,  feedback, and performance metrics, and revise programs  accordingly.

• Maintain up-to-date knowledge of industry trends, customer  expectations, and training best practices.

• Create engaging, interactive training content including  manuals, e-learning modules, job aids, and assessments.

• Coach and mentor team leads and front-line agents to support continuous development.

• Collaborate with Quality Assurance and Operations to align  training with performance improvement initiatives

• Maintain training records, attendance logs, and training  calendars in compliance with internal policies and client  requirements.

Qualifications

• Bachelor’s degree in any discipline (preferably in Education,  Psychology, HR, or related field).

• More than 1 year of experience in Learning and

Development, having worked in the BPO Sector will be an  added advantage

• Strong knowledge of adult learning theories, instructional  design, and facilitation techniques.

• Proficient in MS Office Suite, Learning Management Systems  (LMS), and virtual training platforms (Zoom, MS Teams,  etc.).

• Excellent verbal and written communication skills. • Strong interpersonal and presentation skills.

• Ability to handle multiple training batches and deadlines in a  fast-paced environment.

Preferred Skills

• Certifications in training, facilitation, or instructional design  (e.g., ISTD, CPTM, ATD) are a plus.

• Experience with e-learning tools (Articulate, Captivate, etc.)  and blended learning strategies.

• Understanding of call center KPIs and metrics such as AHT,  CSAT, FCR, QA scores, etc

Work Schedule

• Rotational shifts (as per business requirements)

• May include occasional weekend or night shifts for global  processes