Training Technical Lead

About the role

As the Training Technical Lead at Kaizen Gaming, you will bridge training strategy and execution, ensuring that learning initiatives are well‑structured, prioritized, and delivered effectively across internal teams and BPO partners. You will drive demand structuring, quality assurance, and onboarding effectiveness to translate training into measurable operational performance.

Key responsibilities

• Align with internal and external stakeholders to structure new training demands.
• Translate business needs into training approaches and content direction.
• Review and refine training materials created by analysts.
• Monitor training performance and identify improvement opportunities.
• Oversee onboarding and nesting journeys for new BPO agents, tracking readiness, gaps, and performance.
• Support ongoing initiatives such as onboarding, refresher courses, and product/process updates.
• Act as an escalation point for training‑related topics.

Required profile

• Experience in Training, Learning & Development, or Operations, preferably within a CX, Back‑office, or BPO environment.
• Strong background in instructional design and training structuring.
• Proven experience managing onboarding/nesting programs and performance follow‑up.
• Excellent stakeholder management skills, both internal and external.
• Advanced proficiency in English.

Required skills

• Instructional design
• LMS/e‑learning tools
• Excel
• Google Sheets
• Automation / chatbot / product flow knowledge
• Data analysis

What we offer

• Hybrid way of working
• Buddy‑supported onboarding
• Competitive pay and bonus scheme
• Private health insurance for you and your family
• Monthly meal allowance
• Commuting allowance
• Multi‑sport card
• 360° developmental feedback framework
• Unlimited access to Udemy and continuous training
• Family support initiatives