Training Specialist – BPO English Training

About the role

We are looking for a Training Specialist to design and deliver high‑quality English learning solutions for our BPO operations in Egypt. The role focuses on new‑hire onboarding, upskilling, cross‑skilling, refresher courses and nesting support to ensure agents meet performance standards.

Key responsibilities

• Deliver new‑hire, upskilling, cross‑skilling and refresher training programs.
• Facilitate engaging instructor‑led classroom and virtual sessions using adult‑learning principles.
• Ensure trainees complete required certifications and assessments before moving to nesting and production.
• Monitor trainee performance, attendance, engagement and readiness throughout training.
• Provide coaching, feedback and side‑by‑side support to address knowledge and performance gaps.
• Partner with Operations and Quality teams to identify recurring performance trends and learning opportunities.
• Maintain accurate training records, attendance reports and certification documentation.
• Update training materials, facilitator guides and assessments with quality findings and process changes.
• Support agents during nesting periods and endorse readiness for production.
• Act as a Subject Matter Expert for trainees and frontline teams.

Required profile

• Bachelor’s degree preferred.
• Minimum 1 year of experience in training, learning & development or coaching within a BPO environment.
• Experience supporting telecommunications, sales or customer service programs is highly preferred.
• Strong facilitation, presentation and communication abilities in English.
• Proven coaching and performance‑management capabilities.
• Able to analyse performance data and identify learning opportunities.
• Comfortable working in a fast‑paced, dynamic environment.

Required skills