Senior Executive

To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence. Key Responsibilities Deliver classroom, virtual, and on-the-job training programs. Conduct new hire induction and process training. Develop and update training content, SOPs, assessments, and knowledge materials. Monitor trainee performance and provide coaching and feedback. Evaluate training effectiveness through assessments, calibrations, and performance metrics. Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps. Maintain training records, attendance, certifications, and reports. Support continuous improvement initiatives and process updates. Facilitate refresher and upskilling sessions for existing employees. Required Skills Excellent communication and presentation skills. Strong facilitation and coaching abilities. Good analytical and problem-solving skills. Proficiency in Microsoft Office (Excel, PowerPoint, Word). Ability to engage large groups and adapt training styles. Strong stakeholder management and collaboration skills. Education Graduate in any discipline (preferred). Experience 1-3 years of training experience in a BPO/Customer Service/Operations environment. Proven experience in conducting classroom and virtual training sessions. Knowledge of adult learning principles and training methodologies. Key Performance Indicators (KPIs) Training Throughput & Graduation Rate Certification Scores Trainee Performance Improvement Training Satisfaction Scores Quality & Productivity Improvement Post Training Knowledge Assessment Scores Trainer Competencies Instructor Facilitator Coach Learning Content Designer Evaluator & Assessor Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.