Training & Development Specialist
Description
- Training Design & Content Development Conduct training needs analyses (TNAs) across sales, contact center, and collections teams in collaboration with department heads. Design and develop engaging, practical training materials including manuals, facilitator guides, job aids, scripts, e-learning content, and assessments. Build and maintain an onboarding curriculum that enables new sales agents and call center staff to become productive within their first 30 days. Develop role-specific programs for: Field Sales Agents, Team Leaders & Supervisors, Call Centre Agents (customer care, partner support, debt collections). Localize content to ensure relevance to Ugandan market realities, using Luganda where appropriate. Continuously update materials to reflect changes in products, processes, compliance requirements, and market conditions.
- Training Delivery Facilitate in-person training sessions at the Kampala office and during upcountry visits to regional field teams. Deliver induction programs for all new hires across the organization. Conduct refresher and upskilling sessions for existing staff based on performance data and business needs. Adapt delivery style to diverse audiences, including frontline agents, team leaders, and partner staff. Use blended learning approaches — classroom, on-the-job, peer coaching, and role-plays — to maximize retention and skill transfer.
- Coaching & Performance Support Provide structured one-on-one and group coaching to sales agents and team leaders in the office and in the field. Shadow agents during customer interactions (field visits and call monitoring) and provide immediate, actionable feedback. Partner with Team Leaders to build their coaching capability — enabling them to sustain learning within their own teams. Support collections staff with communication techniques, empathy-based debt recovery, and compliance with responsible collections practices. Identify high-potential agents and recommend them for accelerated development tracks.
- Learning Measurement & Reporting Define and track key training metrics: assessment pass rates, time-to-productivity for new hires, post-training performance uplift, and knowledge retention rates. Produce monthly training reports for HR and Operations leadership. Use sales performance and quality assurance (QA) data to inform and prioritize training interventions. Conduct post-training evaluations and act on feedback to continuously improve program effectiveness.
- Training Function Setup & Administration Establish the company's training infrastructure from scratch: systems, templates, schedules, registers, and documentation standards. Maintain a training calendar aligned to business cycles, product launches, and HR onboarding waves. Source, evaluate, and manage external training vendors or resources as needed.
Skills
Compliance
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