Trainer

🌟 We're Hiring: Trainer! 🌟 We are looking for a dedicated and enthusiastic Trainer to join our team in Accra, Ghana. The ideal candidate will possess a passion for teaching and a strong ability to deliver engaging training sessions that enhance the skills of our employees. 📍 Location: Accra, Ghana ⏰ Work Mode: Work from Office 💼 Role: Trainer

Job Summary

The   Process  Trainer is responsible for delivering high-quality, consistent, and performance-focused training that accelerates new hire readiness and supports ongoing operational excellence efforts.

This role ensures that learners achieve defined performance targets within expected timelines by delivering effective training, reinforcing skills through coaching, and maintaining accurate, up-to-date training materials.

Success in this role is measured through trainee performance outcomes, training effectiveness, and adherence to structured training and certification standards.

Key Responsibilities Training Delivery & Facilitation

●Facilitate engaging, learner-centered sessions that support knowledge retention and on-the-job application.

●Maintain trainer readiness by completing Quarterly Trainer Skills Certification to ensure high delivery and facilitation standards.

Key Performance Metrics (Success Measures)

●Achievement vs. Target for Top 3 KPIs (Percent to Goal)

●Quarterly Trainer Skills Certification completion

●Trainer Phonetime (minimum 2 hours/month)

●Trainer Evaluation Survey results and Post-Training Survey – Training Material      Effectiveness scores

●Effectiveness of Targeted Interventions from Nesting to Production

●Quality & Consistency of Training Materials (Closed Loop)

●Percent of New Hires Achieving KPI by 90 Days in Production

●60-Day New Hire Throughput (Day 1 HC vs. 60-Day HC)

●Completion of Agent Lifecycle Playbook Discussion

Performance & KPI Impact

●Support new hires in achieving required performance benchmarks, including Percent of New Hires Achieving KPI by 90 Days in Production.

●Monitor 60-Day New Hire Throughput, ensuring effective ramp-up from Day 1 headcount to 60 days post-training.

Coaching, Nesting & Interventions

●Conduct a minimum of 15 calls per month calibration, or skill practice to maintain process expertise.

●Partner with Operations, Quality, and Nesting teams to deliver Targeted Interventions from Nesting to Production, addressing skill gaps early and reducing time to proficiency.

●Participate in and complete Agent Lifecycle Playbook Discussions to ensure alignment with end-to-end employee development expectations.

Content Quality & Continuous Improvement

●Collaborate with Quality, Operations, and stakeholders to validate content before deployment, minimizing confusion and ramp-up time.

●Identify trends from training data, surveys, and performance metrics to recommend improvements to curriculum and delivery methods.

●Achieve passing percent of improvement expectations for training intervention initiatives

Qualifications & Skills

●Bachelor’s degree or equivalent experience in Training, Education, Operations, or a related field.

●Strong facilitation, communication, and coaching skills.

●Ability to translate complex processes into clear, learner-friendly content.

●Data-driven mindset with experience tracking training effectiveness and performance outcomes.

●Strong collaboration skills with Operations, Quality, and cross-functional partners.

●Minimum of 12 months tenure in the current role and department

●Six-month average scorecard rating must meet or exceed expectations

●Must demonstrate the ability to manage all assigned projects under strict confidentiality requirements

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