Training Specialist

职位描述

1. BPO Vendor Training Governance & Accountability (Primary)

Dedicated training POC for assigned BPO vendors, owning the full vendor training relationship end-to-end

Lead WBRs, calibration sessions, performance reviews, and escalation calls with structured documentation

Hold vendors accountable for training SLAs — trainer readiness, attendance, content adoption, nesting compliance, certification timelines

Validate vendor-reported training data against internal metrics

2. Vendor Performance Management & Intervention

Track vendor KPIs and proactively flag underperformance

Conduct root cause analysis

Design and enforce corrective action plans with measurable targets

Drive vendor readiness for product/service launches

3. Nesting & Onboarding Oversight

Own the Nesting Scorecard framework — scoring, evidence collection, graduation decisions

Oversee vendor new hire onboarding and validate curriculum coverage

Review and approve vendor training plans per batch

4. Training Delivery & Content Development

Design and deliver training as business needs arise — refreshers, launches, SOPs, workshops

Step in directly when vendor-led delivery falls short

Maintain SOPs, training decks, guides, and knowledge base articles

5. Training Initiatives & Continuous Improvement

Drive cross-vendor initiatives — assessment frameworks, accreditation, best-practice sharing

Improve delivery methods, tools, and engagement models

Contribute to regional projects and strategic initiatives

6. Reporting, Data & Stakeholder Communication

Maintain the Master Tracker with accurate training records

Prepare weekly/monthly reports with data-backed insights

Collaborate cross-functionally with Ops, Quality, and BPI teams

任职要求

5+ years in training/L&D/vendor management in BPO/contact center

Track record managing vendor training across multiple sites/regions

Strong grasp of industry metrics

RCA and data-driven intervention experience

Content development and facilitation skills

Excellent stakeholder management

Fluent English and Arabic

Willingness to travel within GCC