Training and Development Specialist at Ignition Group

Ignition Group is seeking a dedicated and energetic Training and Development Specialist to join their operational talent development team in the Western Cape. In this dynamic role, you will be instrumental in bridging the gap between classroom theory and real-world execution within high-performing business process outsourcing (BPO) campaigns. You will guide new cohorts from their initial induction through to nesting and early-life performance on the operational floor, ensuring agents build confidence, operational mastery, and customer alignment.

As an integral link between operations and talent development, the Training and Development Specialist fosters an environment of continuous learning, accountability, and excellence. Working alongside team leaders, subject matter experts, and development leads, you will translate campaign objectives into measurable on-the-floor success, utilizing cutting-edge digital learning tools and live coaching practices to drive world-class customer service standards.

Key Responsibilities & Core Duties

• Facilitate engaging new hire induction and targeted refresher training sessions using established learning frameworks and quality standards.
• Administer and grade classroom knowledge checks, practical scenario assessments, and system competency evaluations.
• Lead the day-to-day delivery of the nesting phase, offering active floor support, side-by-side coaching, and live-call feedback.
• Identify emerging performance risks during nesting and early-life stages, deploying swift coaching interventions to keep agents on track.
• Review call quality outputs to diagnose recurring performance themes, aligning coaching directly with quality assurance findings.
• Maintain meticulous daily tracking records for learner attendance, competency assessments, and nesting progress reports.
• Collaborate actively with team leaders and coaching leads to propose practical content improvements based on floor observations.

Ideal Candidate Profile & Core Attributes

The successful candidate demonstrates strong emotional intelligence, instructional presence, and an empathetic coaching style tailored to fast-paced BPO contact centres. You possess sharp analytical judgment to detect learning bottlenecks before they impact operational delivery. Resilience, exceptional communication skills, digital fluency, and a genuine passion for unlocking human potential are foundational to thriving in this role.

Learning, Mentorship & Career Progression

Ignition Group fosters an environment of continuous professional advancement. You will work closely with senior learning strategists and operational leaders, gaining invaluable exposure to modern instructional design, coaching methodologies, and operational workforce planning. High performers are well-positioned for career advancement into senior coaching management, learning architecture, or operational leadership roles.

Estimated Salary Range (Market Benchmark)

The hiring employer has not officially specified a salary for this position. Based on South African market data and industry benchmarks for a junior professional / experienced entry training specialist role, the estimated remuneration is approximately R15,000 – R25,000 per month. Please note that this is an industry estimate and actual remuneration will be determined by the employer based on qualifications, experience, and internal pay structures.

How to Apply & Submission Guidelines

Interested candidates who meet the operational criteria are encouraged to submit their comprehensive curriculum vitae through the official Ignition Group careers portal. Ensure your application clearly highlights your BPO coaching background, classroom facilitation experience, and demonstrated performance outcomes.

• Minimum of 2 years experience in a BPO training and coaching role.
• Demonstrated experience in US BPO training and coaching.
• Proven track record facilitating new-hire classroom training and onboarding cohorts.
• Hands-on experience providing Nesting support, side-by-side coaching, and floor facilitation.
• Strong communication, interpersonal, and performance feedback skills.
• Demonstrated digital and AI fluency to leverage learning technologies effectively.