Training Specialist

Training Specialist – VXI Egypt (BPO Industry)Position SummaryThe Training Specialist is responsible for delivering high-quality learning solutions that support operational excellence, employee performance, and client satisfaction. This role focuses on new hire training, upskilling, cross-skilling, refresher programs, and nesting support while ensuring trainees are equipped with the knowledge, skills, and behaviors required to succeed in a fast-paced BPO environment.Key ResponsibilitiesDeliver new hire, upskilling, cross-skilling, and refresher training programs.Facilitate engaging instructor-led classroom and virtual training sessions utilizing adult learning principles.Ensure all trainees successfully complete required certifications and assessments before transitioning to nesting and production.Drive learner engagement and participation throughout the training journey.Monitor trainee performance, attendance, engagement, and readiness throughout training and nesting.Conduct coaching sessions and provide actionable feedback to address knowledge and performance gaps.Partner with Operations and Quality teams to address recurring performance trends and learning opportunities.Maintain accurate training records, attendance reports, assessment results, and certification documentation.Participate in readiness reviews and endorsement discussions.Review and update training materials, facilitator guides, knowledge articles, and assessments.Incorporate Quality findings, customer feedback, process updates, and operational insights into training content.Provide floor support and guidance during nesting periods.Conduct side-by-side coaching and knowledge reinforcement activities.Support endorsement readiness assessments and the successful transition of agents into production.Act as a Subject Matter Expert (SME) for trainees and frontline teams.Key Performance Indicators (KPIs)Training ThroughputCertification & Assessment Pass RatesNesting Success RateEarly Production PerformanceTraining AttritionEmployee Engagement & Readiness ScoresKnowledge Retention MetricsQualifications & RequirementsBachelor's Degree preferred.Minimum 1 year of experience in Training, Learning & Development, or Coaching within a BPO environment.Previous experience supporting Telecommunications, Sales, or Customer Service programs is highly preferred.Experience facilitating classroom and virtual training sessions.Strong facilitation, presentation, and communication skills.Excellent verbal and written English communication skills.Strong coaching and performance management capabilities.Ability to analyze performance data and identify learning opportunities.Ability to thrive in a fast-paced and dynamic environment.Demonstrated ability to effectively manage and reduce training attrition through proactive engagement strategies.Core CompetenciesTraining Delivery & FacilitationAdult Learning PrinciplesCoaching & Performance DevelopmentStakeholder ManagementCommunication & Presentation SkillsProblem Solving & Critical ThinkingData Analysis & ReportingOperational ReadinessWork EnvironmentFast-paced BPO / Contact Center environmentRotational shifts may be required based on business needsOnsite role with close collaboration across Operations, Quality, and Workforce Management teams