Designing and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules
Designing role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements
Conducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence
Leading nesting programmes and providing hands-on coaching during agents' transition to the live working environment
Monitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps
Partnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards
Tracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training and reporting on these regularly
Maintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library
Collaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights
This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Care Manager.
Expertise
Minimum 3 years of training experience within a contact centre environment
Demonstrated ability to design and deliver engaging training content across multiple formats
Experience with virtual training tools such as Zoom or Microsoft Teams
Familiarity with contact centre systems CRM, telephony, and quality monitoring tools
Ability to create multimedia training content including videos, interactive modules, and job aids