Training Specialist

EXL; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

A leading BPO company in South Africa is seeking a Training Specialist to facilitate comprehensive training programs for agents on US motor and property insurance products. The ideal candidate will have 1–3 years of training experience in a BPO environment and excellent communication skills. Key responsibilities include developing training materials, conducting coaching sessions, and ensuring compliance with company policies. This role requires a Matric certificate and the ability to work US hours.

Qualifications

• 1–3 years of training experience in a BPO environment, especially with US accounts.
• Certification in training, facilitation, or insurance is a plus.
• Clear criminal and credit record.

Responsibilities

• Facilitate training programs for new and tenured agents.
• Develop and update training materials and assessments.
• Conduct coaching sessions and provide feedback.
• Collaborate with teams to align training with business goals.
• Track training progress and prepare reports.
• Ensure training addresses US culture, expectations, and policies.

Skills

US motor and property insurance products

Excellent communication skills

Training experience

Analytical skills

Adaptability to learning styles

Coaching skills

Education

Matric (Grade 12) certificate

Training/Insurance certification (a plus)

Tools

N/A

Job description

Overview

EXL City of Cape Town, Western Cape, South Africa

Job title: Training Specialist

Employment Type: Full-Time (Work from Office)

About the Role

We are looking for an experienced and dynamic BPO Trainer to join our team. The ideal candidate will have strong expertise in US motor (auto) and property insurance products, and the ability to deliver engaging, effective training to new and existing agents in a fast-paced BPO environment.

What You’ll Do

• Facilitate comprehensive training programs for new and tenured agents covering:
• US motor and property insurance products
• Company policies and compliance guidelines
• Customer service standards and best practices
• US culture, communication styles, and customer expectations
• Develop and update training materials, assessments, and learning paths.
• Conduct coaching sessions, monitor trainee performance, and provide actionable feedback.
• Collaborate with operations, QA, and leadership to ensure training aligns with business goals.
• Maintain high levels of engagement and knowledge retention within training classes.
• Track training progress and prepare reports and recommendations.
• Matric (Grade 12) certificate – completed and passed.
• Clear criminal and credit record.
• Minimum 1–3 years of training experience in a BPO environment (preferably US accounts).
• Strong product knowledge in US motor and property insurance (auto, homeowners, renters, etc.).
• Excellent communication, presentation, and facilitation skills.
• Ability to manage training groups and adapt to various learning styles.
• Strong analytical and documentation skills.
• Must be willing and able to work US hours.
• Certification in training, facilitation, or insurance (a plus but not required).
• Must be based in or able to work from Cape Town, South Africa.

In alignment with the Employment Equity Act, and to ensure that our workforce reflects the diversity of our communities, preference will be given to applicants from historically underrepresented groups, aligned with our EEO targets.

Apply Now and take the next step in your career!

Make an impact. Be the voice of excellence. Join EXL.

EEO/Accessibility statements included as required by policy.