CX Training Lead-(HYbrid)

Responsibilities

• Assess training needs across all functions for front office, back office, online, and offline.
• Oversee the assigned delivery centers’ training operations.
• Conduct onsite visits to certify trainers, provide train-the-trainer sessions, and co‑facilitate sessions if needed.
• Facilitate workshops and development sessions as required.
• Conduct regular knowledge tests, analyze results, and implement improvement initiatives.
• Work with quality and operations to understand agent training needs.
• Design, deliver, and evaluate training for technical skills.
• Create, manage, and maintain all technical training content.
• Maintain the assigned training roadmaps.
• Keep up to date with knowledge of products, pricing, promotions, and procedures.

Preferred Qualifications

• Experience with applied AI tools: comfortable using practical AI tools such as Ge...