Learning and Development Executive/Call Trainer

About the role

We are seeking a passionate Learning and Development Executive/Call Trainer to design and deliver onboarding, coaching, and upskilling programs for our call centre agents. You will play a key role in shaping the customer service experience while advancing your own career in a dynamic US‑based BPO environment.

Key responsibilities

• Conduct onboarding and induction training for new hires.
• Train agents on US customer service calls and effective call‑handling techniques.
• Develop communication, soft‑skill, and customer service competencies.
• Monitor live calls, provide coaching, and deliver constructive feedback.
• Identify training needs using QA results and performance data.
• Run refresher and upskilling programs to maintain high service standards.
• Collaborate with Operations and QA teams to drive performance improvements.
• Prepare training materials, assessments, and detailed training reports.

Required profile

• Experience in BPO, call centre, customer service, training or a related field.
• Strong knowledge of call handling and customer service best practices.
• Excellent command of English, both spoken and written.
• Confidence in delivering training sessions to groups.
• Strong coaching and interpersonal abilities.
• Willingness to work the 9:00 PM – 6:00 AM shift.
• Prior experience as a Trainer, Team Leader, QA Executive or Senior CSR is a plus.

Required skills

What we offer

• Attractive remuneration package.
• Opportunities for career growth and development.
• Supportive and friendly work culture.
• Being part of a dynamic US‑based BPO environment.