Training Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Conduct instructor-led, virtual training sessions that are structured for both new and current customer support representatives working in legal support roles.

• Emphasize essential employee skills such as product understanding, customer service excellence, teamwork, problem-solving abilities, and effective utilization of support tools and processes.

• Assist in the design, development, and ongoing maintenance of training materials for legal support representatives, which includes facilitator guides, learner resources, knowledge bases, and practice exercises.

• Revise training content to guarantee that information is precise, relevant, up-to-date, and consistent with approved processes, products, content, and service workflows.

• Aid in needs analysis and gap identification efforts by collecting feedback, reviewing common learner inquiries, and helping identify persistent knowledge gaps.

• Collaborate with operations leaders, quality assurance teams, subject matter experts, and other internal stakeholders to ensure that training aligns with current business requirements and customer support expectations.

• Gather and analyze learner feedback, assessment outcomes, and performance metrics to assess training effectiveness and pinpoint areas for enhancement.

• Utilize established procedures to facilitate regular reviews of quality metrics such as QA results, customer feedback, and related performance indicators when evaluating training outcomes.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience in education, training, communications, legal studies, business, or a related discipline.

• Experience in supporting legal research or legal support environments is advantageous.

• Preferred background in training, coaching, customer support, legal support, or a similar operational setting.

• Familiarity with adult learning theories and training methodologies; knowledge of ADDIE and training evaluation frameworks like Kirkpatrick is a plus.

• Excellent verbal, written, presentation, process, technical, and analytical skills.

• Capability to establish and sustain effective working relationships with diverse internal stakeholders and learners.

• Competence in adhering to established procedures, managing routine tasks, and operating both independently and collaboratively with supervision.

• This corresponds to the Level 09 professional profile.

• Experience in a matrixed corporate environment is preferred.

🏝️ Benefits

• Medical Aid

• Retirement Plan that includes Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)

• Contemporary family benefits, including adoption and surrogacy options

• Study Leave