Job Description

The primary responsibility of this role is to manage the delivery of Pre process, Process and Refresher Trainings to all EXL employees.

The job also includes evaluating training feedback on an ongoing basis and providing recommendations to further enhance the effectiveness of trainings.

The primary interactions would include coaching and mentoring of the trainers, regular client calls and periodic reporting of all the above to the Operations owner /Training Manager.


  • Manage the timely delivery of pre-process, Process & Refresher training's for all processes
  • Ensure trainers achieve 85% of the defined KRA’s
  • Assist in addressing developmental needs of employees
  • Conduct training / follow up session and measuring effectiveness of training
  • Ensure accurate, timely and efficient analysis of Weekly and Monthly reports/Atlas/ERP
  • Assist Manager in the development of the monthly/annual training plan based on the training needs analysis and submit for approval
  • Determine efficient strategies to meet training needs continually
  • Provide feedback to trainers to attain higher standards of training through regular monthly trainer audits/SWOT
  • Responsible to control trainer-trainee attrition in the pre-defined areas
  • Compliance to set formats/Punctuality –absenteeism of self and team

Performance parameters:

  • Training Quality :Trainer audits
  • Batch Performance (as defined) in the ‘SOP’
  • Ensure trainers achieve 85% of the defined KRA’s
  • Attendance
  • Drive Compliance to set formats as defined in the FMD/ SOP
  • Delivery & implementation of preprocess training modules
  • Strategies provided to address key issues
  • Process improvement drives/ Upskilling of team members
  • Any other essential function that may be defined from time to time as directed by the Supervisor

Primary Internal Interactions:

  • LAM/Manager /Sr Mgr for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support
  • Sr Mgr for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
  • Core Team for the purpose of updating training curriculum, trainer certification and for ongoing audits and feedback
  • QCA/CEA for the purpose of associate performance feedback and audit in order to recommend updates to the training curriculum

Primary External Interactions:

  • Client trainers, SME and Operations for the purpose of seeking feedback on training and discussing specific action plans
  • Escalation teams at the client end for the purpose of seeking clarifications & answering queries

Organizational Relationships:

  • Reports To: Manager – Training Delivery Supervises: Trainers

Technical Skills (Minimum):

  • Basic Computer Knowledge
  • Good keyboarding speed

Technical Skills (Desired)

  • Good Computer skills – Hands of Experience on Power Point, Word and Excel and should be able to work on automated software applications

Soft skills (Minimum)

  • Business awareness
  • Excellent Communication skills - Speak and communicate clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally and in writing
  • Interpersonal Skills
  • Feedback Skills
  • Customer Service Focus
  • Active listening skills
  • Coaching and mentoring skills
  • Presentation and Facilitation Skills

Soft Skills (Desired)

  • Self disciplined and result oriented
  • Team work/ Managing Self / Adaptability
  • Ability to multi task
  • Data gathering ability/ Eye for detail
  • Business Writing Skills

Education Requirements

  • Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

  • Minimum 2 years of work experience in Training in a BPO / Hospitality, Service or Insurance industry. Prior exposure to training shall be preferred

Should you wish to apply for the position, please apply directly via this job board or contact us directly on 087 470 0317.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.


Employee Type
Full-Time Regular
George Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR