Senior Executive

To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence. Key Responsibilities • Deliver classroom, virtual, and on-the-job training programs. • Conduct new hire induction and process training. • Develop and update training content, SOPs, assessments, and knowledge materials. • Monitor trainee performance and provide coaching and feedback. • Evaluate training effectiveness through assessments, calibrations, and performance metrics. • Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps. • Maintain training records, attendance, certifications, and reports. • Support continuous improvement initiatives and process updates. • Facilitate refresher and upskilling sessions for existing employees. Required Skills • Excellent communication and presentation skills. • Strong facilitation and coaching abilities. • Good analytical and problem-solving skills. • Proficiency in Microsoft Office (Excel, PowerPoint, Word). • Ability to engage large groups and adapt training styles. • Strong stakeholder management and collaboration skills. Education • Graduate in any discipline (preferred). Experience • 1-3 years of training experience in a BPO/Customer Service/Operations environment. • Proven experience in conducting classroom and virtual training sessions. • Knowledge of adult learning principles and training methodologies. Key Performance Indicators (KPIs) • Training Throughput & Graduation Rate • Certification Scores • Trainee Performance Improvement • Training Satisfaction Scores • Quality & Productivity Improvement Post Training • Knowledge Assessment Scores Trainer Competencies • Instructor • Facilitator • Coach • Learning Content Designer • Evaluator & Assessor Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.