Learning Academy Trainer

Key Performance Indicators (KPIs) Training completion & certification rates Post-training performance improvement QA scores & calibration accuracy Reduction in repeat errors Improvement in behaviours/soft skills Agent performance uplift after coaching Qualifications & Requirements Education Bachelors degree in business, Education, Communications, HRM/HRD or related field (preferred). Experience 25 years in BPO (Customer Service, Sales, or Technical Support). 13 years in Training, Coaching, or QA role. Experience in handling voice and/or non-voice accounts. Skills & Competencies Strong facilitation and presentation skills. Excellent verbal and written communication. Coaching and mentoring ability. Analytical and data interpretation skills. Knowledge of adult learning principles. Familiarity with QA tools and LMS platforms. Proficiency in MS Office. Strong organisational and time management skills. Behavioural Competencies Detail-oriented Results-driven Adaptable and flexible Strong stakeholder management High integrity and professionalism Continuous improvement mindset Work Environment Hybrid or onsite depending on business needs. Fast-paced BPO operational setting.