Training Supervisor

Description Key Responsibilities Training Delivery & Curriculum Governance

• Ensure all learning albums are executed as designed and completed within required timelines.
• Validate that all training topics, activities, skill checks, and certification requirements are delivered in full.
• Conduct regular audits of classes, learning albums, attendance, and training records to ensure compliance.
• Monitor training progress and proactively address curriculum, scheduling, or execution risks.

Trainer Leadership & Development

• Provide direct leadership, coaching, and support to Trainers and Training Coaches.
• Conduct trainer observations, calibrations, and coaching sessions to improve facilitation effectiveness.
• Develop trainer capability through feedback, skill-building plans, and ongoing performance discussions.
• Drive consistency in training delivery across all classes and programs.

Quality Assurance & Class Inspections

• Perform classroom observations and quality inspections to ensure adherence to training standards.
• Evaluate trainee engagement, knowledge retention, and trainer effectiveness.
• Identify execution gaps, root causes, and recovery actions before they impact operations.
• Ensure corrective actions are implemented and sustained.

Performance & Reporting

• Monitor key training metrics, including attendance, graduation rates, certification scores, nesting readiness, and training effectiveness.
• Analyze trends and provide actionable recommendations to improve training outcomes.
• Deliver timely updates, status reports, and recovery plans to leadership and stakeholders.
• Maintain accurate training documentation and records.

Stakeholder Management

• Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client stakeholders.
• Ensure alignment between training delivery, operational readiness, and business requirements.
• Lead readiness reviews and provide recommendations on trainee deployment and certification.

Operational Readiness & Risk Management

• Identify training risks, delays, and execution gaps and implement mitigation plans.
• Ensure readiness of training materials, systems, classrooms, and trainer resources.
• Support new program launches, curriculum changes, and business ramps.
• Drive accountability and execution rigor across all training activities.

Non-Negotiable Expectations A Training Supervisor must be able to:

• Independently audit and validate learning album execution.
• Conduct trainer observations and deliver effective coaching.
• Lead RSGs, calibrations, and class inspections.
• Identify and address training execution gaps before they escalate.
• Drive trainer accountability while maintaining a developmental coaching culture.
• Ensure every class is fully prepared for nesting and operational success.

Requirements Requirements Minimum Job Requirements (Education, Experience, Skills):

Training Supervisors must demonstrate working knowledge and execution proficiency in the following areas:

• End-to-end training curriculum and learning album management
• Adult learning principles and facilitation techniques
• New Hire, Nesting, and Continuing Education training delivery
• Knowledge check, skills validation, and certification processes
• Learning Management Systems (LMS) and training technology platforms
• Call handling processes, customer experience standards, and operational procedures
• Root cause analysis and performance gap identification
• Trainer coaching, observation, calibration, and development
• Training metrics, reporting, and business impact analysis
• Classroom management and trainee engagement strategies
• Client requirements, compliance standards, and audit readiness
• Action planning, recovery planning, and risk mitigation for training programs
• Stakeholder management and cross-functional partnership with Operations, Quality, and Workforce Management