Training Supervisor

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 
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