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.
