Train Client and EXL specific training curriculum; Coach and mentor trainees that are struggling towards improvement; Manage the training class from a EXL disciplinary expectation, absence, performance, misconduct etc.; compile and conduct assessments as required, assesses calls or transactions against quality criteria; give feedback and coaching; Some client interaction; Compile reports as required; Communicate and keep all relevant stakeholders in the loop of training progress and escalating relevant matters towards resolution; Training administration e.g. room co-ordination, transport, payroll etc.; Identify training needs and compile material and interventions to close the gaps; Take calls as required