What You'll Do

• 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

• 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

• 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

• Minimum 3 years of training experience within a contact centre environment