Learning & Development Trainer

Wynberg, South Africa Posted on 11/05/2026

The Learning & Development Trainer / International Customer Service BAE is responsible for designing, planning, facilitating, and evaluating training interventions across operational and customer service environments. The role focuses on delivering high-quality training aligned to business, client, and operational requirements while also supporting exceptional customer service delivery through inbound calls, emails, and digital chat channels.

This position plays a critical role in ensuring employees are equipped with the product, process, technical, compliance, and soft skills knowledge required to deliver outstanding customer experiences and achieve operational excellence.

• Design, plan, and facilitate various training modules as identified through Training Needs Analysis (TNA) or as prescribed by the company and/or client.
• Deliver product, process, technical, systems, compliance, and soft skills training up to management level.
• Manage and measure the efficiency and effectiveness of training programs to ensure operational excellence.
• Provide coaching, mentoring, and ongoing support to employees and stakeholders where applicable.
• Conduct refresher training, nesting support, and continuous development initiatives.
• Facilitate "Train the Trainer" sessions aligned to operational requirements.
• Conduct regular calibrations with internal and external stakeholders to ensure consistent and high-quality training delivery.
• Review and update training material regularly to incorporate process, system, and operational changes.
• Identify opportunities for process improvement and recommend training interventions.
• Provide weekly reports on training progress, trainee performance, and development opportunities.
• Apply a collaborative approach when engaging with internal and external stakeholders.
• Ensure all training is aligned to company policies, compliance standards, and client expectations.

• 2 - 3 years BPO experience (Essential).
• 3+ years experience in a similar training, coaching, mentoring, or leadership role.
• Proven experience in facilitating training and adult learning methodologies.
• Previous leadership experience.
• Chat support experience (Critical).
• Experience dealing with vulnerable customers (Essential).
• Strong verbal and written communication skills.
• Strong coaching, mentoring, and facilitation skills.
• Excellent interpersonal skills with the ability to engage diverse groups and cultures.
• Ability to manage difficult conversations professionally and effectively.
• Good attention to detail and ability to follow procedures.
• Ability to learn new systems and technology quickly.
• Clear criminal record.
• South African Citizen.
• Own reliable transport.
• Ability to work shifts.

• Tertiary qualification related to Training, Learning & Development, HR, or a related field.
• Previous BPO training environment experience.
• Medical industry experience.
• Train the Trainer certification.
• Assessor and Moderator accreditation.
• Competitive salary package
• Growth and career development opportunities
• Exposure to international campaigns and clients
• Continuous training, coaching, and mentoring support
• Dynamic and fast-paced BPO environment
• Supportive and collaborative team culture
• Opportunity to develop leadership and facilitation skills
• Employee engagement and learning initiatives
• Exposure to customer service, training, and operational development functions
• Opportunity to work with diverse teams and stakeholders
• Shift-based environment offering operational flexibility