Cx Training Lead-(Hybrid)

Responsibilities
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Assess training needs across all functions for front office, back office, online, and offline.
Oversee the assigned delivery centers’ training operations.
Conduct onsite visits to certify trainers, provide train-the-trainer sessions, and co‑facilitate sessions if needed.
Facilitate workshops and development sessions as required.
Conduct regular knowledge tests, analyze results, and implement improvement initiatives.
Work with quality and operations to understand agent training needs.
Design, deliver, and evaluate training for technical skills.
Create, manage, and maintain all technical training content.
Maintain the assigned training roadmaps.
Keep up to date with knowledge of products, pricing, promotions, and procedures.
Preferred Qualifications
Experience ...