Role Overview:

The Learning Delivery Manager (LDM) is responsible for ensuring the effective execution of training programs while maintaining compliance with client processes and business objectives. The LDM provides oversight of training quality, monitors trainer effectiveness, conducts observations, and ensures training programs drive operational performance improvements. This role requires close collaboration with operations, quality, and client teams to maintain high standards in training delivery.

Key Responsibilities:

Training Delivery & Compliance Oversight Ensure all training programs align with client processes, policies, and compliance requirements. Conduct regular training observations to evaluate trainer effectiveness, content delivery, and learner engagement. Monitor adherence to standardized training procedures, ensuring consistency across locations and trainers. Ensure training programs prepare new hires for operational success, focusing on compliance, call preparedness, and performance expectations. Observations & Performance Monitoring Conduct structured observations of trainers and classes, providing feedback for continuous improvement. Track and analyze training data, evaluating effectiveness based on operational KPIs, including training NSC, quality scores, and compliance rates. Implement corrective actions when training delivery does not meet expectations, ensuring alignment with business and client standards. Maintain real-time visibility into training progress, identifying gaps in trainer knowledge, process adherence, and engagement levels. Trainer Development & Support Provide coaching and mentorship to Learning Delivery Specialists to enhance facilitation skills, engagement techniques, and compliance adherence. Conduct Train-the-Trainer sessions to standardize best practices and improve training effectiveness. Ensure trainers are equipped with updated materials, process changes, and client-specific requirements. Stakeholder & Client Management Serve as the primary liaison between training, operations, and client teams to ensure training aligns with business needs. Address client feedback related to training performance, curriculum adherence, and process compliance. Participate in business reviews (WBR/MBR/QBR), presenting training impact, performance trends, and areas for improvement. Process Compliance & Standardization Ensure all training content, assessments, and methodologies align with client requirements and internal compliance policies. Drive adherence to documentation and reporting processes, ensuring accurate records of training progress and trainer performance. Standardize processes across multiple sites to maintain consistency in training execution. Reporting & Insights Track key training metrics such as training effectiveness, attrition, compliance adherence, and trainer performance. Provide insights on training gaps, opportunities for process improvement, and recommendations for adjustments. Work closely with instructional design teams to provide feedback on content effectiveness and the required updates.

Qualifications & Experience:

3+ years of experience in Learning & Development, Training Delivery, or a similar role. Strong background in conducting training observations, compliance monitoring, and performance coaching. Experience in a BPO or high-volume customer service environment. Proven ability to manage trainers, drive training effectiveness, and ensure process adherence. Strong analytical and reporting skills to assess training impact and compliance. Excellent communication, stakeholder management, and problem-solving abilities. Proficiency in learning management systems (LMS), performance evaluation tools, and instructional methodologies.

Preferred Skills:

Experience working with global teams and managing training across multiple locations. Strong process improvement and standardization skills. Ability to work in a fast-paced, evolving environment with shifting priorities.

 

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.