Customer Service Training & Development

Responsibilities

• Deliver onboarding and system training for new hires.
• Conduct refresher sessions for agents who fall short of QA or KPI expectations.
• Develop, maintain, and execute the annual training plan.
• Update curricula, SOP-related materials, and skill development modules.
• Evaluate training effectiveness using assessments and performance tracking.
• Support IDP tracking for staff growth and development.
• Perform other assigned duties.

Key Competencies

• Strong facilitation and communication skills
• Curriculum development & documentation
• Performance evaluation and coaching ability
• Training needs assessment & competency mapping
• Professional presentation skills

Job Qualification /

• Bachelor's degree (Education, HRD, Communications preferred).
• 3-8 years in training, L&D, or service coaching roles.
• Experience delivering technical and behavioral training.
• Proficient in training tools, LMS, and presentation software.