Junior Training Specialist – Onboarding & Coaching

About the role

We are seeking a Junior Training Specialist to deliver onboarding, product, and policy training, as well as coach agents to improve performance and ensure compliance.

Key responsibilities

• Conduct onboarding training for new hires covering product knowledge, systems, processes, soft skills, and compliance.
• Facilitate refresher sessions and performance improvement workshops.
• Deliver training for new product launches, policy updates, and client requirements.
• Adapt delivery style to different learner profiles across internal and BPO teams.
• Work closely with Team Leaders and QA to identify learning gaps and conduct coaching sessions.
• Support agents on performance improvement plans.
• Reinforce service behaviors aligned with customer experience standards.
• Prepare training reports and post‑training evaluations, partnering with Operations, HR, Quality and BPO stakeholders.
• Review interaction trends and QA findings to recommend enhancements to training materials.

Required profile

• 1–2 years experience in contact‑center operations or training.
• Approachable and patient when training or coaching others.
• Professional and credible in team and training settings.
• Accountable, dependable and adaptable in a fast‑paced environment.

Required skills

• Proficient in Microsoft Office.
• Exposure to Learning Management Systems (LMS).