Training Delivery
? Takes the lead in delivering a pilot course or program.
? Training Target Audience: Agents and Senior Agents, Team Leaders

Training Research & Design
? Oversees and conducts individual, group and organization-based training and development needs analyses and assessments
? Oversees and makes final recommendation to the Manager of training curricula; formulates or reviews training outlines, and determines appropriate instructional methodologies and formats.
? Approves, together with the GBC Training Manager, the developed Training Manuals and instructional materials, quizzes and Job aids; Can create programs

Training Evaluation
? Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives.
? Reviews participant feedback and comments, and recommends relevant changes to improve trainee experience.
? Creates, designs or redesigns assessments to measure training effectiveness
? Able to develop, apply/implement, evaluate and improve courses /materials based on customer needs and identified/validated TNA, as approved by their supervisor
? Leads the meeting with Operations to ascertain agent/ teamleader/shift manager performance up to within 90 days after training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps 
? Responsible for the overall success of the 30-60-90 evaluation & batch performance