Senior Trainer – Learning & Development
Confirmed on the employer's own hiring board on Oct 12, 2026. First seen by Alion on Oct 3, 2026.
About the Role
iContact BPO is looking for an experienced Senior Trainer to join our Learning & Development team.
In this role, you will be responsible for the end-to-end design, delivery, and evaluation of training interventions within a BPO environment. You will play an important role in ensuring that employees are equipped with the skills, knowledge, and confidence required to meet client and operational performance standards.
You will work closely with Operations, Performance Assurance, and Client stakeholders to ensure training remains aligned with business needs and contributes to sustained performance improvement.
What You’ll Do
Design and facilitate engaging blended training programmes, including induction, soft skills, compliance, refresher, upskill, and cross-skill training.
Prepare learners for nesting and operational deployment and provide post-training coaching.
Design assessments to measure learner competence and identify at-risk learners early.
Analyse training and performance data to identify opportunities to improve training effectiveness.
Maintain accurate training reports, LMS records, and learning materials.
Build strong working relationships with Team Leaders, Operations Managers, Performance Assurance, and Clients to ensure training remains aligned with operational requirements.
What You’ll Need
Matric / Grade 12 - essential.
A relevant tertiary qualification in Training, Education, or a related field - advantageous.
Facilitation certification such as ETDP SETA, TDF, or equivalent - advantageous.
Minimum 5 years' experience in a training role within a call centre/BPO environment.
Proven training experience within Customer Experience (CX), Sales, or Collections.
Strong understanding of adult learning principles and blended learning methodologies.
Experience working with LMS systems, CRM software, MS Office/Google Workspace, virtual training platforms, and AI tools.
Working knowledge of quality scorecards, call calibration, and performance metrics, including AHT, CSAT, QA scores, and Speed to Proficiency.
What You Can Expect
You’ll join a fast-paced BPO environment where you can directly influence employee performance and client outcomes. The role offers opportunities to bring creativity and new ideas into training design and delivery while collaborating closely with Operations, Performance Assurance, Human Resources, and Client stakeholders.
You can also expect career growth opportunities, benefits, and a positive team culture.
Ready to Make an Impact?
If you are an experienced BPO trainer who is passionate about developing people, improving performance, and creating engaging learning experiences, we’d love to hear from you.