Training & Development Specialist

1. Training Design & Content Development

•      Conduct training needs analyses (TNAs) across sales, contact center, and collections teams in collaboration with department heads.

•      Design and develop engaging, practical training materials including manuals, facilitator guides, job aids, scripts, e-learning content, and assessments.

•      Build and maintain an onboarding curriculum that enables new sales agents and call center staff to become productive within their first 30 days.

•      Develop role-specific programs for: Field Sales Agents, Team Leaders & Supervisors, Call Centre Agents (customer care, partner support, debt collections).

•      Localize content to ensure relevance to Ugandan market realities, using Luganda where appropriate.

•      Continuously update materials to reflect changes in products, processes, compliance requirements, and market conditions.

2. Training Delivery

•      Facilitate in-person training sessions at the Kampala office and during upcountry visits to regional field teams.

•      Deliver induction programs for all new hires across the organization.

•      Conduct refresher and upskilling sessions for existing staff based on performance data and business needs.

•      Adapt delivery style to diverse audiences, including frontline agents, team leaders, and partner staff.

•      Use blended learning approaches — classroom, on-the-job, peer coaching, and role-plays — to maximize retention and skill transfer.

3. Coaching & Performance Support

•      Provide structured one-on-one and group coaching to sales agents and team leaders in the office and in the field.

•      Shadow agents during customer interactions (field visits and call monitoring) and provide immediate, actionable feedback.

•      Partner with Team Leaders to build their coaching capability — enabling them to sustain learning within their own teams.

•      Support collections staff with communication techniques, empathy-based debt recovery, and compliance with responsible collections practices.

•      Identify high-potential agents and recommend them for accelerated development tracks.

4. Learning Measurement & Reporting

•      Define and track key training metrics: assessment pass rates, time-to-productivity for new hires, post-training performance uplift, and knowledge retention rates.

•      Produce monthly training reports for HR and Operations leadership.

•      Use sales performance and quality assurance (QA) data to inform and prioritize training interventions.

•      Conduct post-training evaluations and act on feedback to continuously improve program effectiveness.

5. Training Function Setup & Administration

•      Establish the company's training infrastructure from scratch: systems, templates, schedules, registers, and documentation standards.

•      Maintain a training calendar aligned to business cycles, product launches, and HR onboarding waves.

•      Source, evaluate, and manage external training vendors or resources as needed.

•      Manage a training budget responsibly, optimizing for impact and cost-effectiveness.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section