Call Centre Training Specialist at Fidelity Services Group

Key Responsibilities:

• Deliver technical product, sales, objection handling, sales pipeline management training to enhance agent performance.
• Coach and mentor teams to elevate service quality and efficiency.
• Continuously improve training strategies and materials aligned with company SOPs.
• Ensure teams provide accurate, courteous, and consistent customer service.
• Act as a subject matter expert, driving knowledge excellence.
• Measure training effectiveness and support performance improvement.
• Collaborate with divisional managers to optimise processes and training.
• Conduct refresher courses and manage knowledge checks.

Minimum Qualifications and Experience:

• Bachelor’s degree in human resources/management, Training or Development or any related area.
• Relevant Training Qualification
• Listener (software) experience - advantageous
• Call Centre experience - advantageous
• Security or Operations management experience
• Minimum 3 years relevant experience in the role is required
• Computer literate skills
• Solid experience with Microsoft Office
• Experience in security industry will be advantageous
• Code 08 Driver's License