- Conduct structured gap analysis conversations with client managers and offshore staff.
- Evaluate skills against role requirements to identify training gaps, performance issues, and process bottlenecks.
- Document baseline findings and reassess at key intervals to measure skill acquisition and return on investment.
- Partner with client managers to identify post-onboarding skill needs and provide early-stage learning resources.
- Design learning pathways and skill matrices for tenured staff to enable career progression and specialisation.
- Work with subject matter experts to develop niche technical content and role-specific training modules.
- Build a reusable central library of training programmes and templates for shared client needs.
- Oversee course enrolments, progress tracking, certifications, and learning system administration.
- Provide qualitative insights and quantitative reporting on skill trends and participation rates to operational teams.
- Advise clients on structuring or refining internal training processes, and communicate with stakeholders by phone.
Microsoft ExcelGoogle Workspace