- Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
- Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
- Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination.
- Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
- Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
- Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
- Deliver Train-the-Trainer (TTT) sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
- Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
- Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.