Job Description

Responsible for driving end-to-end training governance, development, delivery, and effectiveness for Customer Service operations. This role ensures training quality, scalability, and readiness for AI-enabled learning and SMART Knowledge Base (KB) initiatives, while supporting data-driven decision making and cross-functional alignment.

Key Responsibilities

Training Coordination & Stakeholder Alignment

Coordinate and lead regular alignment sessions with Regional, Local, and BPO Trainers to ensure consistency in training objectives, SOP interpretation, and quality standards.
Collaborate closely with Operations, QA, Product, Policy, and KB teams to align training with operational requirements.
Act as a key point of contact for training-related discussions and initiatives.

Training Development & Delivery

Design, develop, and deliver onboarding, refresher, and upskilling training programs for L1 and L2 Customer Service agents.
Conduct surveys, feedback sessions, and post-training evaluations to assess effectiveness and identify improvement areas.
Develop targeted training interventions based on team needs, performance trends, and business priorities.
Clearly communicate training objectives, timelines, and expectations through presentations, documentation, and stakeholder briefings.

Training Needs Analysis & Performance Evaluation

Conduct Training Needs Analysis (TNA) to identify skill gaps and emerging training requirements.
Track and evaluate:

New hire learning curves (30/60/90 days).

Tenured agent performance reviews (30 days post-training).

Develop action plans based on TNA findings and monitor the impact of implemented improvements.

Training Content Governance & Maintenance

Develop, review, and maintain accurate, up-to-date, and standardised training materials aligned with SOPs and policies.
Ensure adherence to training governance standards, including version control and audit readiness.
Work closely with Subject Matter Experts to validate content accuracy and relevance.
Ensure timely communication and rollout of training updates to frontline teams.

AI, SMART KB & Training Automation Enablement

Support SMART Knowledge Base (KB) transition by structuring training content for AI searchability and usability.
Contribute to AI-enabled training initiatives, including AI role plays, digital learning modules, and automation pilots.
Partner with KB and Product teams to ensure training materials align with system enhancements and AI workflows.

Continuous Improvement & Best Practices

Implement and uphold training best practices aligned with industry standards.
Continuously identify opportunities to improve training workflows, methodologies, and learner experience.
Stay updated on emerging training tools, technologies, and methodologies, adopting them where relevant.

Requirements

Minimum 3–5 years of experience in Training, Learning & Development, Operations Support, or Customer Service enablement.
Strong analytical skills with the ability to interpret performance data and training outcomes.
Experience working with Knowledge Bases, SOP frameworks, AI tools, or training automation is an advantage.
Proven ability to manage multiple stakeholders and work cross-functionally.
Strong communication, facilitation, and documentation skills.
Ability to work independently with high ownership and accountability.
Adaptability to Technology & AI Enablement.

Marketplace Growth Manager

Trainer (CS) - Operations, MY Marketplace