Training Specialist – BPO & Customer Experience

About the role

This hands‑on Training Specialist position supports a nationally recognised organisation that places customer experience at its core. You will work across the head office and multiple national sites, delivering face‑to‑face and virtual training for both on‑shore Australian teams and offshore customer‑experience agents.

Key responsibilities

• Design and deliver onboarding and product training for new starters at the head office.
• Facilitate virtual call‑skill sessions for remote teams worldwide.
• Visit sites to observe, coach, and provide real‑time feedback to on‑site staff.
• Induct offshore agents, run call simulations, and teach script and call‑flow processes.
• Partner with Quality Assurance to translate performance data into targeted coaching plans.
• Maintain accurate training records, report outcomes, and continuously improve learning delivery.

Required profile

• Confident, energetic facilitator with BPO training experience.
• Minimum 2 years in a training, coaching or L&D role covering both in‑person and remote delivery.
• Experience training customer‑facing teams in retail, contact‑centre, hospitality or service environments.
• Strong written communication skills and ability to create clear training materials.
• Comfortable working across time zones and with cross‑cultural audiences.
• Coaching mindset using observation, call monitoring and constructive feedback.

Required skills

What we offer

• Varied day‑to‑day work with genuine impact on learning across a growing organisation.
• Opportunity to shape training delivery rather than merely maintain content libraries.