BPO Training Senior Analyst

"Key Responsibilities

Training Delivery

• Conduct new-hire training for L1 Helpdesk support associates.
• Deliver training on technical troubleshooting, ticketing tools, communication skills, and customer service.
• Facilitate classroom, virtual, and on-the-job (OJT) training sessions.
• Ensure training content is delivered clearly, effectively, and within defined timelines.
  
  

Content & Curriculum Management

• Assist in creating, updating, and maintaining training materials, SOPs, job aids, and knowledge base articles.
• Collaborate with operations, quality, and client teams to ensure training content accuracy and alignment with processes.
  
  

Performance Tracking & Coaching

• Track trainee performance through assessments, role-plays, and practical evaluations.
• Provide feedback, coaching, and remedial support to trainees who need additional assistance.
• Maintain training reports, attendance records, and progress documentation.
  
  

Stakeholder Coordination

• Work closely with Operations, Quality, and Workforce Management to plan training batches and training needs.
• Participate in calibration sessions to align training with client expectations and process updates.
  
  

Continuous Improvement

• Evaluate training effectiveness using feedback, metrics, and performance data.
• Recommend improvements to enhance training efficiency and associate performance.
  
  

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Required Skills & Qualifications

• Bachelor’s degree or equivalent (preferred).
• 1–3 years of experience as an L1 Helpdesk Trainer or similar role in a BPO/ITeS environment.
• Strong knowledge of L1 technical support concepts (e.g., password resets, basic troubleshooting, remote support tools, ticketing systems).
• Excellent communication, presentation, and facilitation skills.
• Strong command of English (verbal and written).
• Proficiency in MS Office tools; experience with LMS platforms is a plus.
• Ability to manage large groups and handle diverse training needs.
  
  

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Preferred Qualifications

• Certification in training/facilitation (e.g., Train-the-Trainer).
• Experience in ITIL or ITSM environments.
• Exposure to global clients and multi-process training.
  
  

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Key Competencies

• Training Delivery
• Technical Aptitude
• Communication Skills
• Classroom Management
• Problem-Solving
• Stakeholder Management
• Adaptability"
  
  

Work Timimgs:

General business: Mon – Fri, 7 am – 7 pm CST

FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST

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