Oversee nesting periods and early performance monitoring, providing real-time coaching and feedback to build agent confidence during go-live transitions.

•Curriculum Design & Training Material Development

Develop and maintain engaging training content including facilitator guides, agent workbooks, role-play scripts, e-learning modules, and knowledge base articles.

Create scenario-based learning exercises that simulate real support interactions – including billing disputes, ad policy questions, payment failures, and compliance queries.

Build modular training curricula that can be adapted for different audiences including frontline agents, team leads, and quality analysts.

Regularly review and refresh training materials to reflect updates in platform policies, digital advertising products, and billing systems, and CRM tools.

•Digital Advertising Knowledge Training

Train agents on the end-to-end advertiser journey: account creation, campaign setup, budget management, ad approval processes, and performance reporting.

Educate agents on key digital advertising concepts such as auction mechanics, quality scores, audience targeting, retargeting, and ad policy enforcement.

Develop training modules on platform-specific workflows for handling advertiser inquiries related to disapproved ads, account suspensions, and billing discrepancies.

oKeep training content current with evolving digital advertising trends, platform algorithm changes, and industry best practices.

•Billing, Payment & Compliance Training

Provide specialized training on handling billing inquiries including failed payments, charge disputes, refund requests, invoice reconciliation, and credit adjustments.

Train agents on compliance-related topics including advertiser verification, identity confirmation, restricted content categories, data privacy regulations (e.g., DGPR, CCPA), and platform terms of service.

Develop decision-tree frameworks and escalation protocols to guide agents in resolving complex billing and compliance cases accurately and confidently.

Conduct refresher training following policy updates, regulatory changes, or identified compliance gaps surfaced through quality audits.

•CRM, Ticketing & Multi-tasking Proficiency Training

Facilitate hands-on labs to build agent proficiency in ticketing and CRM systems, including ticket creation, categorization, escalation routing, and SLA management.

Train agents on best practices for managing multiple live interactions simultaneously – including concurrent chats, inbound calls, and email queues – without compromising quality or response times.

Develop SOPs and quick-reference guides for common CRM workflows to reduce handle time and improve first-contact resolution rates.

Introduce keyboard shortcuts, macros, and productivity tools within CRM platforms to help agents work efficiently under high-volume conditions.

Facilitate role-play exercises and live call / chat simulations to strengthen agents’ ability to handle difficult customers, manage objections, and resolve complaints effectively.

Coach agents on crafting clear, accurate, and brand-aligned written responses across email and chat channels, with emphasis on grammar, structure, and appropriateness.

Provide feedback on real interactions to reinforce communication standards and support continuous quality improvement.

•Quality Assurance & Performance Coaching

Collaborate with the Quality Assurance team to monitor and evaluate agent performance against defined scoring rubrics for accuracy, tone, resolution, and compliance.

Conduct regular one-on-one coaching sessions with agents to address knowledge gaps, reinforce key behaviors, and recognize strong performance.

Analyze QA scores, CSAT data, and error trend reports to identify recurring training needs and prioritize targeted refresher sessions.

Deliver post-training assessments and knowledge checks to validate learning transfer and readiness for live support environments.

•Reporting, Metrics & Continuous Improvement

Track and report on key training metrics including completion rates, assessment pass rates, time-to-proficiency, and post-training QA scores.

Maintain accurate training records within the LMS or tracking system, ensuring compliance with audit requirements and internal reporting standards.

Gather and analyze learner feedback to continuously improve training content, delivery methods, and the overall learning experience.

Present training insights and recommendations to the Training Manager and Operations leadership to support workforce planning and capability development initiatives.