Senior Trainer

</p>Total Credit Services (TCS) is a high-performance business process outsourcing company committed to excellence, innovation, and service that transforms lives and communities. As part of the JN Group, we proudly deliver exceptional client engagement and operational support across multiple business lines, anchored in professionalism, integrity, and the development of our people.</span>
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We are seeking a dynamic, highly skilled Senior Trainer</b> to join our team. This individual will play a critical role in shaping agent capability, elevating performance standards, and supporting our culture of continuous improvement within our growing contact center environment.</span>
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The Senior Trainer</b> is responsible for leading the delivery, coordination, and enhancement of training programs across TCS’s operations. This role ensures our agents are fully equipped with the knowledge, skills, and behaviors required for excellence. The Senior Trainer will also act as a subject-matter expert, supervise junior trainers, and partner with key operational stakeholders to drive performance outcomes.</span>
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Job Category:</span></b> Supervisory</span>
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Contract:</span></b> Fixed Term 1 Year (renewable)</span>
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Key Responsibilities:</span></b>
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• Deliver new hire, cross-training, upskilling, and refresher training for assigned programs.</span>
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• Facilitate complex topics requiring deep product, system, and process knowledge.</span>
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• Ensure training sessions are interactive, engaging, and aligned with operational needs.</span>
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• Administer assessments, certification exams, role-plays, and simulations to validate readiness.</span>
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• Support the development and revision of training materials, SOPs, job aids, and e-learning modules.</span>
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• Use performance data, trainee feedback, and QA insights to recommend content improvements.</span>
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• Collaborate with QA, WFM and Operations to maintain accuracy, compliance, and consistency.</span>
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• Provide coaching, feedback, and development support to trainees during training and nesting.</span>
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• Identify learning gaps early and implement targeted interventions to support agent success.</span>
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• Supervise junior trainers on facilitation techniques, content mastery, and classroom management.</span>
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• Work closely with Operations, Quality, WFM, and Process teams to align training to business needs.</span>
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• Participate in calibration sessions and contribute training insights to performance discussions.</span>
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• Develop training reports, dashboards, tracking tools, and documentation.</span>
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  • Conduct training needs analyses using operational metrics, QA trends, and customer feedback.</span>
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  • Proactively recommend strategies to enhance training effectiveness and efficiency.</span>
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  • Lead or support project-based learning initiatives, process rollouts, and improvement efforts.</span>
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    Key Skills & Competencies:</span></b>
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    • Advanced training facilitation and communication skills</span>
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    • Strong coaching, mentoring, and learner engagement techniques</span>
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    • Content development and curriculum design exposure</span>
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    • Analytical ability to interpret performance metrics and trends</span>
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    • Professionalism and excellent classroom management</span>
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    • High adaptability, creativity, and problem-solving</span>
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    • Effective cross-department collaboration and interpersonal skills</span>
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      Qualifications:</span></b>
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      • 1-2 years’ experience in Training or L&D in a BPO/contact center environment is an asset</span>
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      • Proven record of delivering impactful training programs</span>
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      • Working knowledge of adult learning principles</span>
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      • Experience with content development (an asset)</span>
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      • Proficiency in MS Office (Word, Excel, PowerPoint)</span>
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      • Strong verbal and written communication skills</span>
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      • Certifications in Training, Leadership or Coaching is an asset​</span>
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        Interested candidates are invited to apply uploading their cover letter and résumé as one file.</span>
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        Application Deadline: November 30, 2025</b></span>
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