Operations Team Leader

Training Specialist

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

The Training Specialist is responsible for designing, delivering, and evaluating training programs that support employee performance and business objectives. This role facilitates new hire onboarding, conducts skills development training, monitors trainee progress, and partners with Operations and Quality teams to identify performance gaps and implement learning solutions. The Training Specialist ensures all training content is accurate, engaging, and aligned with company policies, client requirements, and operational goals.

Key Responsibilities:

• Conduct New Hire Training
  - Deliver onboarding, product/process training, soft skills, and systems training for incoming batches.
• Facilitate Upskill & Refresher Training
  - Run targeted sessions to improve quality, customer experience, and productivity.
• Develop Training Materials
  - Create and update training decks, SOPs, assessments, job aids, and knowledge base content.
• Assess Trainee Performance
  - Evaluate learning through quizzes, role-plays, mock calls, and certification tests.
• Coordinate with Operations & Quality Teams
  - Align training content with business needs, process updates, and client expectations.
• Monitor Nesting/Transition Performance
  - Support trainees during the transition from training to production; provide coaching and feedback.
• Maintain Training Reports
  - Track attendance, assessment scores, training effectiveness, and batch performance.
• Ensure Process Compliance — Reinforce policies, quality standards, and customer-handling guidelines.
• Support Continuous Improvement
  - Recommend enhancements to training programs based on feedback, performance data, and industry best practices.

Education & Experience:

• Minimum of 3 CSEC subjects, including English.
• Minimum of 2 years' experience in a Training, Learning & Development, Quality, or Operations role.
• Experience delivering classroom, virtual, and on-the-job training programs.
• BPO/Contact Center experience is highly preferred.

Knowledge, Skills & Abilities:

• Strong presentation, facilitation, and public speaking skills.
• Excellent verbal and written communication skills.
• Ability to engage and motivate adult learners with varying learning styles.
• Strong coaching and performance development skills.
• Proficient in Microsoft Office Suite, particularly PowerPoint, Excel, and Teams.
• Ability to develop training materials, job aids, and learning assessments.
• Strong analytical skills with the ability to interpret training and performance data.
• Excellent organizational and time management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!