HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

1. Role Overview

The following provides a general framework of your role and its responsibilities at the Temple & Webster Group. It is not intended to be prescriptive in nature or application. Your position with the Temple & Webster Group will likely evolve over time in line with the development of your skills, competencies, and experience.

Your willingness to adapt to changes in your role will be valued and appreciated, as it enables the Temple & Webster Group to build a flexible organisation.

Position Title: Trainer – Service Delivery Team
Reports To: Quality and Training Team Leader

2. Role Purpose

To improve the efficiency and effectiveness of the Service Delivery Team by:

• Managing the end-to-end learning lifecycle, from onboarding new hires to auditing live interactions and identifying areas requiring additional training and upskilling.
• Ensuring all members of the Service Delivery Team have sufficient knowledge and skills relating to Temple & Webster’s products, processes, and procedures.
• Improving the knowledge and expertise of Team Leaders and Agents.
• Applying lean methodologies to drive process and training improvements.
• Facilitating the implementation of new processes.

3. Position Details and Key Responsibilities

The primary responsibilities of this role include, but are not limited to, the following:

3.1 Training: Design, Delivery and Development

Onboarding

• Lead the end-to-end onboarding process, from recruitment endorsement through to production readiness.
• Ensure all new recruits understand the company culture and are familiar with our products and process workflows.
• Deliver an engaging and effective onboarding experience for all new hires at Temple & Webster.
• Deliver consistent and effective training sessions for Team Leaders and Agents.

Curriculum Development

• Create and update training content to align with the evolving strategies of the Service Delivery Team.
• Customise training programs to meet the specific needs, roles, and responsibilities of the Service Delivery Team.
• Create and maintain training materials, including manuals, presentations, videos, and e-learning modules.
• Foster an engaging, supportive, and inclusive learning environment for all learners, whether training is delivered face-to-face or online.

Continuous Improvement

• Facilitate upskilling sessions for tenured staff when new products, processes, or procedures are introduced.
• Develop effective training modules, timelines, and delivery approaches that adequately prepare Service Delivery Team members for the workload across all teams, channels, and communication mediums on the production floor.

Training Performance Assessment

• Identify areas for improvement and make the necessary adjustments to training materials and delivery methods.
• Monitor trainee progress and provide ongoing support to ensure successful service delivery outcomes.
• Complete Training Evaluation Forms for sessions and trainers, and share the results with the relevant Team Leaders.

3.2 Quality Audit and Compliance

Transaction Monitoring

• Conduct random and targeted audits of customer support interactions across all channels, teams, and departments within Service Delivery to ensure compliance with the Quality Standards Framework.

Trend Analysis

• Identify recurring errors, performance trends, and knowledge gaps across the team, and work with leadership to address them.

Calibration

• Lead and participate in calibration sessions with Team Leaders to ensure consistent assessment and grading of performance against established quality standards.

3.3 Process Improvement and Communication

• Collaborate with Service Delivery Managers, Customer Care Managers, and other stakeholders to identify process gaps and bottlenecks.
• Provide insights and recommendations for improving Service Delivery workflows, tools, and procedures based on training feedback, audit findings, and operational observations.
• Support the Quality Assurance Team, Knowledge Management Team, and Team Leaders by identifying opportunities to continually improve training quality, effectiveness, and the development of staff competencies.
• Work closely with the Knowledge Management Team to improve the accuracy, relevance, and accessibility of information available in the Knowledge Base.
• Work with the Quality Assurance Team and Team Leaders to report on the performance and quality of training activities.
• Support the Quality Assurance Team and Team Leaders in identifying and implementing effective coaching tools to reinforce learning and improve knowledge retention following classroom training sessions.

3.4 Documentation and Service Knowledge

• Maintain comprehensive training and quality audit records, including attendance, assessments, and performance evaluations.
• Prepare reports and summaries to track the impact of training activities and quality management audits on service delivery outcomes.
• Stay informed about advancements in training methodologies, instructional techniques, and adult learning theories.

4. Experience and Qualifications

4.1 Required Skills and Attributes

• Strong written and verbal communication skills.
• A strong understanding of current Customer Care processes and procedures.
• Excellent time management and organisational skills.
• Strong critical-thinking and problem-solving abilities.
• Strong leadership skills.
• High adaptability and flexibility.
• A strong enthusiasm for learning and continuous improvement.
• High energy and motivation.
• Proficiency in creating training materials and using e-learning platforms.
• Analytical skills to assess training effectiveness and make data-driven recommendations.
• The ability to work independently and collaboratively within a team environment.
• Excellent communication, presentation, and facilitation skills.

4.2 Desired Skills and Experience

• Previous experience in a training role.
• Strong technology skills.
• Advanced research skills.

5. Critical Success Factors

Other critical success factors for this role include the ability to think outside the box, maintain a positive attitude, remain flexible in daily responsibilities, and conduct oneself professionally at all times.

6. Additional Contributions and Responsibilities

It is expected that you will also contribute to:

• Maintaining and promoting the cultural, social, and behavioural standards of the business through leadership by example — walking the talk.
• Undertaking any other responsibilities or duties as required by the Group.

Naturally, it is also expected that you will bring a good sense of humour and a strong sense of personal style to the role.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.