Deliver onboarding and re
fresher training for new and existing agents (product, process, system, soft skills).
Develop, update, and maintain training materials, SOPs, guides, assessments, and knowledge base content.
Identify training needs based on QA/OPS feedback, performance data, and error trends.
Conduct post-training evaluations to measure knowledge retention and improvement.
Coordinate with QA/Team Leads/Operations to align standards, updates, and communication.
Support new features, scope changes, and business/process updates through training sessions.
Handle additional training tasks as assigned to support operational and quality goals.
1 years of experience training, coaching, mentoring, or supervisory experience in a contact center.
Experience in E-Commerce, Technology is a plus.
Strong communication skills: presentation, facilitation, coaching, and feedback delivery.
Proven ability to train large groups and handle fast-paced operational changes.
Experience collaborating with QA/OPS to improve performance & quality
Strong MS Office/Google Workspace skills (Slides, Excel, Word, Sheets).
Solid English communication skills (written + verbal).
Strong organization, time management, prioritization, and multitasking.
Ability to analyze performance trends and translate insights into training actions.