Job Title: Learning & Development (L&D) Trainer 
Department: Training Department 

Location: Kigali - Rwanda 

Reports To: Training Manager 

Employment Type: Full-time 

Job Summary 

We are seeking a dynamic and experienced Learning & Development (L&D) Trainer to design, deliver, and manage training programs that enhance employee skills, improve performance, and support overall business goals in a high-paced call center environment. The ideal candidate will have a strong understanding of adult learning principles, excellent facilitation skills, and the ability to adapt training methodologies to suit different learners. 

Key Responsibilities

• Design and deliver comprehensive onboarding programs for  new hires, focusing on product knowledge, communication  skills, soft skills, customer service, and system/process  training. 
• Conduct regular training needs analysis in coordination with  Operations and Quality teams to identify skill and knowledge  gaps. 
• Develop and implement ongoing training modules for existing  staff, including upskilling, refresher courses, and leadership  development programs. 
• Evaluate the effectiveness of training through assessments,  feedback, and performance metrics, and revise programs  accordingly. 
• Maintain up-to-date knowledge of industry trends, customer  expectations, and training best practices. 
• Create engaging, interactive training content including  manuals, e-learning modules, job aids, and assessments. 
• Coach and mentor team leads and front-line agents to support continuous development. 
• Collaborate with Quality Assurance and Operations to align  training with performance improvement initiatives
• Maintain training records, attendance logs, and training  calendars in compliance with internal policies and client  requirements.

Qualifications 

• Bachelor’s degree in any discipline (preferably in Education,  Psychology, HR, or related field). 
• More than 1 year of experience in Learning and Development, having worked in the BPO Sector will be an  added advantage 
• Strong knowledge of adult learning theories, instructional  design, and facilitation techniques. 
• Proficient in MS Office Suite, Learning Management Systems  (LMS), and virtual training platforms (Zoom, MS Teams,  etc.). 
• Excellent verbal and written communication skills. • Strong interpersonal and presentation skills. 
• Ability to handle multiple training batches and deadlines in a  fast-paced environment.

Preferred Skills 

• Certifications in training, facilitation, or instructional design  (e.g., ISTD, CPTM, ATD) are a plus. 
• Experience with e-learning tools (Articulate, Captivate, etc.)  and blended learning strategies. 
• Understanding of call center KPIs and metrics such as AHT,  CSAT, FCR, QA scores, etc

Work Schedule 

• Rotational shifts (as per business requirements) 
• May include occasional weekend or night shifts for global  processes

HOW TO APPLY

All applications must be sent via email to recruitment-rw@ccirwanda.com  and must be received not later than Monday, 25th September 2025 and must contain CV, Application letter, and Degrees. 

Only Shortlisted candidates will be conducted for further assessment.