Training Delivery Executive

Summary

Join Zepz as a Training Delivery Executive and deliver engaging training programs for Customer Care and operations teams. You will conduct needs analyses, design training content, facilitate sessions using various methods, and evaluate program effectiveness. Collaborate with stakeholders to ensure employee skill development and alignment with company goals. This role requires experience in training facilitation within a contact center, a bachelor's degree or equivalent, and strong communication and coaching skills. Zepz offers competitive benefits including unlimited annual leave, private medical cover, retirement plans, life assurance, and parental leave, along with a remote-first work environment.

Requirements

• Minimum of 6 months experience in Customer Care at Zepz or at least 3 years of experience as a training facilitator in a contact center environment
• Bachelor’s Degree or equivalent work experience
• Strong interest in leadership and motivational skills, with a commitment to continuous learning
• Desire to help others grow and achieve their goals
• Skilled at training facilitation and/or public speaking
• Excellent verbal and written communication skills
• Ability to provide 1:1 coaching and mentoring
• Familiar with the GROW coaching model
• Familiar with the ADDIE training model
• Ability to take ownership and exceed expectations as needed
• Capable of working under pressure while managing conflicting demands and setting priorities
• Open to feedback and adaptable to change
• Customer-focused and aligned with company values
• Proficient in Google Suite including Google Slides, Google Forms, Google Sheets and Google Docs

Responsibilities

• Conduct engaging and effective training sessions for new hires, upskilling programs, and product/process updates
• Deliver regular training sessions focused on knowledge and soft skills to maintain high-quality standards within the teams
• Update the team and trainees on process changes that impact our internal and external customers
• Use various training methods (instructor-led, virtual, on-the-job) to ensure learning objectives are met
• Design, update and implement timely, and results-oriented training programs with measurable outcomes
• Collaborate with stakeholders to develop customized training for new initiatives or market-specific needs
• Conduct Training Needs Analysis to identify areas for learning intervention based on feedback from Quality, Team Managers, and other departments
• Evaluate the effectiveness of training programs and develop innovative solutions to improve processes
• Collaborate with management across operations to provide coaching and feedback to the teams
• Support the quality team in delivering comprehensive knowledge and skills development, including side-by-side coaching and instant feedback
• Record training interventions on the designated platform or Learning Management System (LMS)
• Coordinate training schedules with management to meet business needs
• Prepare reports on training activities and results to ensure alignment with departmental goals
• Stay informed about the latest training tools (both traditional and digital) and continually enhance your training skills
• Engage with live calls and cases to remain updated on processes, tools, and systems
• Gather and share feedback and suggestions for training improvements
• Conduct quality audits as needed
• Manage and collaborate on special projects as assigned
• Ensure training programs comply with regulatory requirements and industry standards

Preferred Qualifications

• Experience with Workday LMS and Articulate is a plus but not required
• Excellent communication (both verbal and written) and interpersonal skills
• Strong presentation and facilitation skills with the ability to engage diverse audiences
• Strong organizational and time management abilities
• Creative problem-solving skills
• Analytical mindset to assess training effectiveness and implement improvements
• Ability to work collaboratively within a team
• Familiarity with adult learning principles and instructional design
• Experience in coaching or mentoring roles

Benefits

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance!
• Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being
• Retirement: We offer pension schemes to help you plan for and secure your future
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible
• We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive