Training Design & Facilitation

New Hire Onboarding (NHT): Facilitate new-hire training classes covering domain basics, product architecture, system workflows, and line-of-business (LOB) knowledge.

Up-skilling & Cross-skilling: Conduct refresher courses, product updates, and specialized training for tenured agents to adapt to new regulatory changes, software updates, or client policies.

Content Development: Collaborate with Instructional Designers and Subject Matter Experts (SMEs) to develop modular training kits, SOP job aids, mock scenarios, and assessments using adult learning principles.

Nesting & Floor Support

Manage the Nesting / Hypercare phase after classroom training, providing real-time floor support, handling escalated queries, and bridging the gap between theory and live operations.

Conduct side-by-side coaching, call/transaction audits, and floor observations to address knowledge gaps early.

Compliance & Governance

Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness

Metrics & Performance Tracking

Measure training impact across key performance indicators (KPIs) such as Batch Throughput %, First Time Right (FTR), 0–30 Day Attrition, Average Handling Time (AHT), Quality Scores, and CSAT.

Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards and error trend reports.

Qualifications & Skill Requirements

•Total Experience: Minimum 3–5 years in a BPO environment.

•Minimum Trainer experience with Card Services in a BPO - 2 years (not Collections, Insurance, Fraud)

•Domain Specifics: At least 2 years in a Product Trainer supporting Financial/Commercial Card Services

•Bachelor’s degree in Business Administration, Finance, Education, Communications, or any re Technical & System Skills

•High proficiency in navigating core banking/financial platforms (e.g., Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms).

•Hands-on experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate 360, Camtasia) lated field.

•Advanced command of MS Office / Google Workspace (especially PowerPoint/Slides and Excel/Sheets for tracking metrics).

Core Competencies & Soft Skills

•Domain Expertise: Strong grasp of financial terminology and commercial card services scope

•Facilitation & Public Speaking: Exceptional verbal and written communication skills; ability to simplify complex financial •workflows for diverse learning styles.

•Analytical Ability: Data-driven mindset to analyze post-training performance metrics and identify root causes for bottom-•quartile agents.

•Flexibility: Willingness to work in shifting schedules (night shift / rotational shifts)