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·         Identify and develop training programs to meet Contact Centre operational needs

·         Ensure that the training objectives are aligned with organization’s short, medium and long term goals

·         Develop specific training curriculum and modules to improve performance and address the skills gaps and performance deficiencies identified by the Quality Assurance Team.

·         Maintain a calendar of training programs designed to meet both the internal business requirements and external revenue generating opportunities.

·         Manage the interface and the interactions with ConSol’s training Partners e.g. QAI Global.

·         Conduct regular feedback surveys from training programs provided to both internal and external customers, collate and present results to Management.

·         Ensure the availability of appropriate training materials for executing training program

·         Regularly review course curriculum and content to ensure parity with industry standard contents.

·         Manage the logistics and resource planning for executing training program for internal and external customers.