Learning & Development Trainer

Role Overview The Learning & Development Trainer / International Customer Service BAE is responsible for designing, planning, facilitating, and evaluating training interventions across operational and customer service environments. The role focuses on delivering high-quality training aligned to business, client, and operational requirements while also supporting exceptional customer service delivery through inbound calls, emails, and digital chat channels. This position plays a critical role in ensuring employees are equipped with the product, process, technical, compliance, and soft skills knowledge required to deliver outstanding customer experiences and achieve operational excellence. Key Responsibilities Training & Development Responsibilities Design, plan, and facilitate various training modules as identified through Training Needs Analysis (TNA) or as prescribed by the company and/or client. Deliver product, process, technical, systems, compliance, and soft skills training up to management level. Manage and measure the efficiency and effectiveness of training programs to ensure operational excellence. Provide coaching, mentoring, and ongoing support to employees and stakeholders where applicable. Conduct refresher training, nesting support, and continuous development initiatives. Facilitate “Train the Trainer” sessions aligned to operational requirements. Conduct regular calibrations with internal and external stakeholders to ensure consistent and high-quality training delivery. Review and update training material regularly to incorporate process, system, and operational changes. Identify opportunities for process improvement and recommend training interventions. Provide weekly reports on training progress, trainee performance, and development opportunities. Apply a collaborative approach when engaging with internal and external stakeholders. Ensure all training is aligned to company policies, compliance standards, and client expectations. Requirements Minimum Requirements Grade 12 / Matric or equivalent qualification. 2 – 3 years BPO experience (Essential). 3+ years experience in a similar training, coaching, mentoring, or leadership role. Proven experience in facilitating training and adult learning methodologies. Previous leadership experience. Chat support experience (Critical). Experience dealing with vulnerable customers (Essential). Strong verbal and written communication skills. Strong coaching, mentoring, and facilitation skills. Excellent interpersonal skills with the ability to engage diverse groups and cultures. Ability to manage difficult conversations professionally and effectively. Good attention to detail and ability to follow procedures. Intermediate computer literacy, including MS Office (Excel, Outlook, PowerPoint). Ability to learn new systems and technology quickly. Clear criminal record. South African Citizen. Own reliable transport. Ability to work shifts. Advantageous Requirements Tertiary qualification related to Training, Learning & Development, HR, or a related field. Previous BPO training environment experience. Medical industry experience. Train the Trainer certification. Assessor and Moderator accreditation. Benefits Benefits Competitive salary package Performance-driven incentives Growth and career development opportunities Exposure to international campaigns and clients Continuous training, coaching, and mentoring support Dynamic and fast-paced BPO environment Supportive and collaborative team culture Opportunity to develop leadership and facilitation skills Employee engagement and learning initiatives Exposure to customer service, training, and operational development functions Opportunity to work with diverse teams and stakeholders Shift-based environment offering operational flexibility