Training and Development Specialist

KEY RESPONSIBILITIES

Classroom Training Delivery

• Deliver new hire induction and refresher training against approved content, learning frameworks and facilitation standards.
• Adapt delivery approach to cohort needs while remaining within the standard set by the Coaching & Development Lead.
• Administer and mark classroom knowledge checks and practical assessments.
• Maintain training room readiness for their own sessions — systems, materials and attendance tracking.

Nesting & Floor Support

• Own day-to-day delivery of the Nesting phase for their cohort, bridging classroom completion and live floor performance.
• Provide structured Floor Support during Nesting and Early Life — side-by-side coaching, live call listening and real-time feedback.
• Identify agents at risk of failing Nesting or struggling in Early Life, and put targeted support in place before escalation is needed.
• Support SMEs and Team Leaders on the floor during Nesting, acting as the training-side point of contact for their cohort.
• Feed wins, blockers and proposed fixes from each Nesting Wave back to the Coaching & Development Lead.

QA Coaching & Feedback Loop

• Review call quality for agents in their cohort and coach directly on QA findings.
• Track recurring QA themes within their cohort and report them to the Coaching & Development Lead.
• Apply coaching feedback from the Coaching & Development Lead to strengthen own delivery and coaching technique.

Content Support & Continuous Improvement

• Flag content gaps identified through classroom delivery, Nesting or Floor Support to the Coaching & Development Lead.
• Participate in trialling and testing content changes before wider rollout.
• Contribute floor and cohort insight into ongoing review of training content and assessments.

Reporting & Stakeholder Collaboration

• Track daily and weekly cohort progress through classroom, Nesting and Early Life stages.
• Attend cadence meetings with the Coaching & Development Lead and Operations on cohort progress, risks and support needs.
• Maintain accurate attendance, assessment and Nesting tracking records for their cohort.

SKILLS AND CAPABILITIES

• Classroom facilitation — delivering structured training content confidently and consistently to new hire and refresher cohorts.
• Floor coaching — side-by-side and live-call coaching of agents during Nesting and Early Life, translating classroom learning into floor performance.
• QA call review — identifying quality gaps from call listening and translating them into specific, actionable coaching.
• Early-warning judgement — spotting agents or cohorts at risk of failing Nesting or Early Life early enough to act.
• Structured tracking and reporting — maintaining accurate cohort, assessment and Nesting records.
• Stakeholder communication — working credibly day-to-day with SMEs, Team Leaders and the Coaching & Development Lead.

Minimum Requirements

• Minimum 2 years' experience in a BPO training and coaching role.
• US BPO training and coaching experience is non-negotiable.
• Proven experience facilitating new-hire classroom training.
• Experience providing Nesting Support and on-the-floor coaching.
• Demonstrated ability to transfer knowledge effectively and develop employee skills.
• Strong communication, facilitation and interpersonal skills.
• Ability to identify performance gaps and provide targeted coaching interventions.

DIGITAL AND AI FLUENCY

At Ignition Group, digital and AI fluency is not a nice-to-have — it is a core performance requirement for every role, at every level. As AI and automation reshape how work gets done, the ability to work confidently and responsibly alongside these tools is as fundamental as any technical or professional skill.

What this means in practice:

• Digital fluency — navigating and using digital platforms, tools, and systems relevant to your role with confidence and competence
• AI tool adoption — actively using approved AI productivity tools (e.g., Microsoft Copilot) to improve the quality, accuracy, and efficiency of your work
• Data literacy — reading, interpreting, and applying data and AI-generated outputs to make better decisions, not replacing your judgement but sharpening it
• Automation awareness — recognising tasks and processes that can be improved through automation, and contributing to those improvements
• Learning agility — staying curious, upskilling continuously, and adapting as tools and practices evolve
• Responsible and ethical AI use — understanding data privacy obligations, the limits of AI-generated content, and applying sound human judgement at all times

How this is assessed:

Digital and AI Fluency is an important competency for all roles in Ignition Group and will be assessed as part of the hiring process. The expected proficiency level for each role is aligned to the requirements of the role.