This role replaces program by program training rebuilds with reusable operational frameworks including curricula, job aids, assessments, and coaching standards. Operating across multiple client programs, the Sr. Trainer owns end to end training design, delivery, certification, and ongoing coaching. The role integrates quality assurance by evaluating agent performance, conducting root cause analysis, and closing performance gaps through targeted training interventions.
Responsibilities:
Build modular curricula combining core operational elements with client specific layers.
Create and maintain the documentation library including SOPs job aids facilitator guides and assessments.
Define certification and nesting graduation standards based on objective evidence.
Keep training content current as client processes systems and requirements evolve.
Deliver onboarding nesting and role specific training across new and existing accounts.
Run simulations practice sessions assessments and remediation prior to production launch.
Own training gates in client launch processes including training readiness roster certification and nesting graduation.
Coach agents directly and establish a sustainable coaching model for Team Leads.
Design scorecards and evaluation criteria per program and run internal and client calibration sessions.
Evaluate agent performance isolate root cause issues and deliver targeted training interventions.
Report quality and training outcomes to leadership and operations teams.
Develop Team Leads and supervisors to maintain ongoing coaching and quality standards.
Maintain QA and support documentation and program upkeep on live accounts.
Run skill enhancement and cross training initiatives to expand team capabilities.
Backfill operational roles during ramps absences or escalations.
Requirements:
Three to five plus years of experience in BPO contact center or shared services operations.
Two or more years of experience designing training curricula