Training Program Coordinator

Job Purpose

The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre / FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.

Key Responsibilities

• Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS.
• Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills.
• Develop training materials, modules, and assessments tailored to business needs.
• Assess training effectiveness through tests, role-plays, and post-training evaluations.
• Partner with Quality, Operations, and HR teams to identify training needs and skill gaps.
• Monitor agent / BDE performance post-training to measure knowledge retention and application.
• Maintain training records, reports, and dashboards for management review.
• Keep updated on product / process changes and ensure timely communication to teams.
• Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).

Key Skills & Competencies

Qualifications & Experience

Performance Metrics