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