Training Specialist

• Design and develop training programs, refreshers, onboarding modules, job aids, and assessments for internal support teams and vendor partners
• Convert complex workflows, SOPs, and product changes into clear, practical, learner-friendly materials
• Maintain accurate training materials, version control, and change logs
• Facilitate training sessions, onboarding programs, and practice-based learning for internal and vendor audiences
• Coach agents and vendor trainers with actionable feedback
• Use ticket simulations, scenario exercises, observations, and knowledge checks to support production readiness
• Participate in Train-the-Trainer sessions for vendor trainers
• Support new vendor onboarding with training materials and delivery
• Observe vendor-led refresher training and document delivery-quality feedback
• Use QA findings, CSAT signals, ticket trends, and stakeholder input to identify training gaps
• Review training results and post-training performance signals to assess learning application
• Bring findings and recommendations to the manager while escalating broader decisions
• Coordinate logistics, timelines, attendance, and materials for assigned programs
• Share progress, readiness, and blockers with stakeholders
• Use Genially, Google AI Studio, and Google Apps Script to improve training materials within established guardrails

• Proven ability to learn new processes quickly, absorb operational context, and translate it into immediately applicable training
• Proven hands-on experience in a training or learning design role, preferably in a customer support environment
• Ability to facilitate, coach, observe, and provide actionable feedback confidently
• Strong understanding of instructional design principles and adult learning theory
• Excellent facilitation, coaching, observation, presentation, and remote delivery skills
• Ability to create clear, practical training materials applicable in production
• Clear written and verbal communication, adaptable to different audiences
• Comfortable working within defined scope and escalating broader operational decisions
• Organized, reliable, and consistent follow-through
• Advanced English
• Prior telecommunications or eSIM experience preferred
• Knowledge of GSMA-related technologies and services preferred
• Familiarity with Zendesk or similar support tools preferred
• Experience with Genially, Google AI Studio, or similar learning tools preferred
• Availability to work in shifts preferred

• Fully remote work arrangement
• Full-time, permanent employment
• Benefits package (details provided via employer benefits link)
• Learning and development opportunities
• Reasonable accommodations throughout the interview process
• Equal-opportunity employment and diversity, equity & inclusion commitment