You will be the architect of knowledge for our frontline associates. You are responsible for delivering end-to-end training programs—from foundational communication skills to complex product-specific technical workflows. You will ensure that every agent is equipped to provide seamless, world-class support for our global mobility partner.

Responsibilities:

• Supervise trainees during the "Nesting" phase, providing real-time coaching and floor support to ensure a smooth transition from the classroom to live operations.
• Conduct Training Needs Analysis (TNA) to identify performance gaps and design "Refresher" sessions to improve KPIs such as CSAT, AHT, and Quality Scores.
• Update and enhance training materials to reflect the fast-paced changes in mobility technology, apps, and client policies.
• Lead New Hire Orientation (NHO), Foundation Skills Training, and Product/Process-specific modules for the Mobility LOB (Line of Business).

Requirements:

• College Graduate of CEC, IT or any tech related courses
• At least 1 year Experience as a Trainer in BPO industry
• Experience in doing product specific training and/or upskilling
• Experience doing Training Needs Analysis is a plus
• Experience handling blended accounts
• Amenable to work on-site and shifting schedule