Job Description

Key Responsibilities

Training Delivery & Curriculum Governance

• Ensure all learning albums are executed as designed and completed within required timelines.

• Validate that all training topics, activities, skill checks, and certification requirements are delivered in full.

• Conduct regular audits of classes, learning albums, attendance, and training records to ensure compliance.

• Monitor training progress and proactively address curriculum, scheduling, or execution risks.

Trainer Leadership & Development

• Provide direct leadership, coaching, and support to Trainers and Training Coaches.

• Conduct trainer observations, calibrations, and coaching sessions to improve facilitation effectiveness.

• Develop trainer capability through feedback, skill-building plans, and ongoing performance discussions.

• Drive consistency in training delivery across all classes and programs.

Quality Assurance & Class Inspections

• Perform classroom observations and quality inspections to ensure adherence to training standards.

• Evaluate trainee engagement, knowledge retention, and trainer effectiveness.

• Identify execution gaps, root causes, and recovery actions before they impact operations.

• Ensure corrective actions are implemented and sustained.

Performance & Reporting

• Monitor key training metrics, including attendance, graduation rates, certification scores, nesting readiness, and training effectiveness.

• Analyze trends and provide actionable recommendations to improve training outcomes.

• Deliver timely updates, status reports, and recovery plans to leadership and stakeholders.

• Maintain accurate training documentation and records.

Stakeholder Management

• Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client stakeholders.

• Ensure alignment between training delivery, operational readiness, and business requirements.

• Lead readiness reviews and provide recommendations on trainee deployment and certification.

Operational Readiness & Risk Management

• Identify training risks, delays, and execution gaps and implement mitigation plans.

• Ensure readiness of training materials, systems, classrooms, and trainer resources.

• Support new program launches, curriculum changes, and business ramps.

• Drive accountability and execution rigor across all training activities.

Non-Negotiable Expectations

A Training Supervisor must be able to:

• Independently audit and validate learning album execution.

• Conduct trainer observations and deliver effective coaching.

• Lead RSGs, calibrations, and class inspections.

• Identify and address training execution gaps before they escalate.

• Drive trainer accountability while maintaining a developmental coaching culture.

• Ensure every class is fully prepared for nesting and operational success.

Qualifications

Requirements
Minimum Job Requirements (Education, Experience, Skills):

Training Supervisors must demonstrate working knowledge and execution proficiency in the following areas:

• End-to-end training curriculum and learning album management

• Adult learning principles and facilitation techniques

• New Hire, Nesting, and Continuing Education training delivery

• Knowledge check, skills validation, and certification processes

• Learning Management Systems (LMS) and training technology platforms

• Call handling processes, customer experience standards, and operational procedures

• Root cause analysis and performance gap identification

• Trainer coaching, observation, calibration, and development

• Training metrics, reporting, and business impact analysis

• Classroom management and trainee engagement strategies

• Client requirements, compliance standards, and audit readiness

• Action planning, recovery planning, and risk mitigation for training programs

• Stakeholder management and cross-functional partnership with Operations, Quality, and Workforce Management