Training and Development Officer

Position

Training and Development Officer -CSSD

Apply before

2026-11-22

No. of Vacancy

1

Contract of Employment

Full-time

Qualifications

Bachelor’s degree in IT, Business Administration, Human Resource or a related field.

Experience

Proven experience in a training and development role, preferably in a call center environment.

Skills and Knowledge

Ability to conduct engaging training sessions for both new and existing employees.

Creating structured training programs, materials, and presentations.

Strong verbal and written communication skills for delivering clear instructions and feedback.

Ability to guide and support employees through their learning journey.

Ability to assess training effectiveness, identify gaps, and develop solutions.

Ability to track progress and present training reports effectively.

Assess employees’ skills and determine gaps to design appropriate training programs.

Encourage participation and enthusiasm among trainees.

Continuously refine training methodologies for better efficiency and effectiveness.

Handle sensitive employee performance data with discretion.

Job Duties & Responsibilities

1. Training Material Development: Develop and maintain training manuals, presentations, e-learning modules, FAQs, and learning resources for different call center units.

2. Content Updates: Regularly update training materials based on product changes, company policies, customer feedback, and industry best practices.

3. New Employee Onboarding: Facilitate structured onboarding programs covering company policies, products, tools, processes, and job-specific responsibilities.

4. Training Delivery: Conduct interactive initial training sessions using practical demonstrations, role-plays, simulations, and hands-on exercises.

5. Post-Training Monitoring: Monitor newly onboarded agents during their first month, track performance, and provide regular guidance and coaching.

6. Quality Assessment: Evaluate calls, tickets, emails, and chat interactions to assess service quality, process adherence, and identify improvement areas.

7. Coaching & Development: Provide daily coaching, refresher sessions, and skill enhancement programs based on individual and team learning needs.

8. Training Progress Tracking: Maintain training records, attendance, assessments, and performance reports to measure learning effectiveness.

9. Coordination & Collaboration: Work closely with Team Leaders, Supervisors, and relevant departments to identify training needs and align programs with business objectives.

10. Training Innovation: Research and implement effective training tools, LMS platforms, digital learning methods, and other innovative approaches.

11. Reporting & Improvement: Prepare training reports for management, highlight performance gaps, evaluate training effectiveness, and recommend improvements.