Learning Academy Trainer

Learning Academy Trainer / Coach / QA

Department: Human resources/Learning & Development
Reports To: Learning & Development Manager/ Academy Manager



Job Summary

The Learning Academy Trainer / Coach / QA is responsible for delivering and evaluating training programs while ensuring quality standards are met across academy and operations.
This role supports new hire onboarding (ATM Academy), ongoing upskilling, performance coaching, and quality assurance monitoring to drive operational excellence, customer satisfaction, and KPI achievement.


Key Responsibilities

1.Training & Facilitation

Conduct new hire training (work-based readiness, process, systems, soft skills).
Deliver refresher and upskilling sessions for Academy learners.
Facilitate classroom, virtual, and blended learning sessions.
Develop engaging training materials (PPTs, facilitator guides, assessments, job aids).
Certify new hires before transitioning to business.
Track and report training effectiveness and completion metrics.

2.Coaching & Performance Development

Conduct regular 1:1 coaching session with agents.
Identify performance gaps and create improvement plans.
Provide real-time feedback on communication, compliance, and process adherence.
Partner with ATM L&D to improve team performance.
Monitor KPI trends (Behavioural/QA scores, productivity, etc.).
Support bottom performers with targeted coaching interventions.

3.Quality Assurance (QA)

Monitor and evaluate customer interactions (calls, chats, emails).
Score interactions based on QA scorecards and compliance standards.
Identify trends, root causes, and process gaps.
Provide structured feedback to agents and Team Leaders.
Recommend process improvements and training needs based on QA findings.
Ensure regulatory and client compliance standards are maintained.

4.Reporting & Analytics

Prepare weekly/monthly QA and training performance reports.
Analyze quality data to identify improvement opportunities.
Present insights and recommendations to stakeholders.
Track effectiveness of coaching and training interventions.

5.Process Improvement

Collaborate with CX, HR, and L&D to enhance learning programs.
Update training content based on process changes.
Participate in calibration sessions to ensure scoring consistency.
Contribute to SOP development and knowledge management updates.

Key Performance Indicators (KPIs)

• Training completion & certification rates
• Post-training performance improvement
• QA scores & calibration accuracy
• Reduction in repeat errors
• Improvement in behaviours/soft skills
• Agent performance uplift after coaching

Qualifications & Requirements
Education

• Bachelor’s degree in business, Education, Communications, HRM/HRD or related field (preferred).

Experience

• 2–5 years in BPO (Customer Service, Sales, or Technical Support).
• 1–3 years in Training, Coaching, or QA role.
• Experience in handling voice and/or non-voice accounts.

Skills & Competencies

• Strong facilitation and presentation skills.
• Excellent verbal and written communication.
• Coaching and mentoring ability.
• Analytical and data interpretation skills.
• Knowledge of adult learning principles.
• Familiarity with QA tools and LMS platforms.
• Proficiency in MS Office.
• Strong organisational and time management skills.

Behavioural Competencies

• Detail-oriented
• Results-driven
• Adaptable and flexible
• Strong stakeholder management
• High integrity and professionalism
• Continuous improvement mindset

Work Environment

• Hybrid or onsite depending on business needs.
• Fast-paced BPO operational setting.