Learning & Development Trainer

About the role

The Learning & Development Trainer will design, deliver and evaluate training programmes for operational and customer‑service teams in a BPO environment. You will ensure staff acquire the product, process, technical, compliance and soft‑skill knowledge needed to provide excellent customer experiences and meet operational targets.

Key responsibilities

• Design, plan and facilitate training modules identified through Training Needs Analysis or client requirements.
• Deliver product, process, technical, systems, compliance and soft‑skill training up to management level.
• Measure training efficiency and effectiveness, providing regular performance reports.
• Coach, mentor and support employees, including nesting and refresher sessions.
• Run “Train the Trainer” sessions and conduct regular calibrations with stakeholders.
• Update training materials to reflect process, system and operational changes.
• Identify process‑improvement opportunities and recommend training interventions.

Required profile

• Grade 12 / Matric or equivalent.
• 2–3 years BPO experience and 3+ years in a training, coaching or leadership role.
• Experience with chat support and handling vulnerable customers.
• Strong verbal and written communication, interpersonal and facilitation abilities.
• South African citizenship, clear criminal record, reliable transport and ability to work shifts.

Required skills

• Intermediate computer literacy, especially MS Office (Excel, Outlook, PowerPoint).
• Proficiency with chat support platforms.