Training Specialist – VXI Egypt (BPO Industry)

Position Summary

The Training Specialist is responsible for delivering high-quality learning solutions that support operational excellence, employee performance, and client satisfaction. This role focuses on new hire training, upskilling, cross-skilling, refresher programs, and nesting support while ensuring trainees are equipped with the knowledge, skills, and behaviors required to succeed in a fast-paced BPO environment.

Key Responsibilitie

• sDeliver new hire, upskilling, cross-skilling, and refresher training programs
• .Facilitate engaging instructor-led classroom and virtual training sessions utilizing adult learning principles
• .Ensure all trainees successfully complete required certifications and assessments before transitioning to nesting and production
• .Drive learner engagement and participation throughout the training journey
• .Monitor trainee performance, attendance, engagement, and readiness throughout training and nesting
• .Conduct coaching sessions and provide actionable feedback to address knowledge and performance gaps
• .Partner with Operations and Quality teams to address recurring performance trends and learning opportunities
• .Maintain accurate training records, attendance reports, assessment results, and certification documentation
• .Participate in readiness reviews and endorsement discussions
• .Review and update training materials, facilitator guides, knowledge articles, and assessments
• .Incorporate Quality findings, customer feedback, process updates, and operational insights into training content
• .Provide floor support and guidance during nesting periods
• .Conduct side-by-side coaching and knowledge reinforcement activities
• .Support endorsement readiness assessments and the successful transition of agents into production
• .Act as a Subject Matter Expert (SME) for trainees and frontline teams

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Key Performance Indicators (KPI

• s)Training Throughp
• utCertification & Assessment Pass Rat
• esNesting Success Ra
• teEarly Production Performan
• ceTraining Attriti
• onEmployee Engagement & Readiness Scor
• esKnowledge Retention Metri

cs
Qualifications & Requireme

• ntsBachelor’s Degree preferr
• ed.Minimum 1 year of experience in Training, Learning & Development, or Coaching within a BPO environme
• nt.Previous experience supporting Telecommunications, Sales, or Customer Service programs is highly preferr
• ed.Experience facilitating classroom and virtual training sessio
• ns.Strong facilitation, presentation, and communication skil
• ls.Excellent verbal and written English communication skil
• ls.Strong coaching and performance management capabiliti
• es.Ability to analyze performance data and identify learning opportuniti
• es.Ability to thrive in a fast-paced and dynamic environme
• nt.Demonstrated ability to effectively manage and reduce training attrition through proactive engagement strategi

es.
Core Competen

• ciesTraining Delivery & Facilita
• tionAdult Learning Princi
• plesCoaching & Performance Develop
• mentStakeholder Manage
• mentCommunication & Presentation Sk
• illsProblem Solving & Critical Thin
• kingData Analysis & Repor
• tingOperational Readi

ness
Work Enviro

• nmentFast-paced BPO / Contact Center enviro
• nmentRotational shifts may be required based on business
• needsOnsite role with close collaboration across Operations, Quality, and Workforce Management

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