Director

• Lead the strategic design, implementation, and continuous improvement of all training and development programs within the company.
• Ensure that Virtual Assistants (VAs), team leaders, and support staff are equipped with the knowledge, skills, and service mindset required to deliver world-class support to clients.
• Develop and execute a comprehensive training roadmap aligned with company goals and client requirements.
• Design onboarding, soft skills, communication, and client-specific technical training for new VAs.
• Create leadership and upskilling programs for tenured VAs, supervisors, and managers.
• Integrate competency-based learning frameworks to track and improve VA performance across departments.
• Oversee continuous learning initiatives, certifications, and refresher courses.
• Lead and mentor a team of Training Managers, Trainers, and Instructional Designers.
• Collaborate with Operations, Quality, Recruitment, and Client Success to identify training needs and performance gaps.
• Build a strong culture of feedback, learning innovation, and measurable impact.
• Oversee blended learning methods (e-learning, live sessions, simulations, coaching, and workshops).
• Evaluate and adopt LMS platforms, digital learning tools, and analytics to measure effectiveness.
• Ensure training programs are consistent across remote and international teams.
• Analyze post-training performance metrics and feedback to refine content.
• Partner with Quality and Operations to monitor post-training performance (AHT, QA scores, CSAT, etc.).
• Maintain training documentation and ensure compliance with company standards and client SLAs.

Training Director

Director – Cyber Defence