ROLE SUMMARY We are seeking a dynamic Trainer with at least 5 years of experience in an International BPO or Global Capability Center GCC environment-ideally within a heavily regulated sector healthcare financial services etc You will lead end-to-end learning initiatives from designing and delivering onboarding to ongoing performance coaching compliance training and AI-enabled upskilling You ll collaborate closely with Operations Managers Quality teams and stakeholders to ensure every agent meets our high standards for accuracy compliance and exceptional customer stewardship In addition you will act as a point of escalation for training-related queries and ensure prompt issue resolution KEY RESPONSIBILITIES 1 Learning Onboarding - Design update and deliver comprehensive onboarding programs covering process flows system tools clinical workflows and regulatory standards - Schedule and manage training batches to ensure timely floor readiness for new joiners - Create and maintain up-to-date training materials SOPs assessments and e-learning modules2 Performance Management Coaching - Conduct regular refresher sessions and soft-skills workshops to enhance communication empathy and customer delight - Provide targeted one-on-one coaching for underperforming agents based on QA feedback call-simulation scores and performance metrics - Facilitate mock calls emails and knowledge checks to reinforce learning 3 Compliance Quality Assurance - Develop and deliver mandatory compliance and regulatory training e g HIPAA data privacy clinical documentation standards - Partner with Quality and Risk teams to identify error trends root causes and design corrective training interventions 4 Reporting Analytics - Prepare and distribute daily weekly and monthly training-impact and performance reports attendance assessment scores improvement trends - Track key learning metrics e g time-to-competency assessment pass rates audit scores and present insights to leadership QUALIFICATIONS SKILLS - Education Bachelor- s degree in any discipline - Experience At least 5 years in a training role within an International BPO GCC prior exposure to regulated industries healthcare or financial services preferred - Training Facilitation Proven ability to design curricula deliver engaging sessions classroom and virtual and apply adult-learning principles - Coaching Analytics Skilled in performance-diagnostic models learning-evaluation frameworks and using data to drive continuous improvement - Technical Aptitude Comfortable learning and recommending AI-enabled L D tools LMS platforms and basic analytics dashboards - Soft Skills Excellent communication empathy stakeholder management and the ability to foster a culture of customer stewardship and delight - Work Mode Versatile to work in rotational shifts thrives in a high-pace performance-driven environment ref updazz com