Executive or Senior Executive - Customer Service Trainer

We are looking for a Customer Service Trainer responsible for delivering impactful training to internal teams and managing the training operations handled by our outsourced partner. The role requires strong facilitation skills, operational understanding, and the ability to maintain consistent training quality across both internal and external teams.

Key Responsibilities • Conduct onboarding, process, and refresher trainings for customer service teams.

• Manage and oversee training activities delivered by outsourced/vendor partners.
• Ensure consistent implementation of SOPs, process updates, and CX guidelines across teams.
• Track training effectiveness through assessments, performance metrics, and quality audits.
• Collaborate with Operations, Quality, and Product teams to identify skill gaps and update training modules.
• Maintain training documentation, reports, and dashboards.
• Drive continuous improvement in training delivery, curriculum, and knowledge reinforcement.

Requirements

• Experience in customer service training (BPO/e-commerce experience preferred).
• Strong communication, facilitation, and stakeholder management skills.
• Ability to analyse training outcomes and suggest actionable improvements.
• Solid understanding of customer service KPIs and quality metrics