Lead - Technical Training

Responsibilities

• Lead end-to-end new hire, upskilling, and continuous learning training programs
• Facilitate engaging technical, product, and customer service training sessions
• Analyze performance data and quality scores to identify training opportunities
• Develop and implement Training Needs Identification (TNI) programs
• Coach and mentor consultants to strengthen technical expertise
• Design and enhance training materials, learning modules, and facilitator guides

Requirements

• Bachelor's Degree in any field
• At least 2 years of experience in Training, Learning & Development, or similar role within BPO or customer service
• Experience delivering technical or product-focused training preferred
• Proficient in MS Office (PowerPoint, Excel, Word)
• Typing speed of at least 30 WPM with 85% accuracy
• Strong understanding of North American customer culture and communication style
• Knowledge of adult learning principles

Preferred Qualifications

• Experience supporting web hosting, domain management, or technical support programs
• Experience working with learning management systems or digital learning platforms
• Exposure to performance improvement frameworks or instructional design

About the Company

Sutherland is a global digital transformation company that combines human expertise and artificial intelligence to drive business process excellence and optimize critical operations for iconic brands worldwide.