Training and Documentation Specialist

• Spearhead the end-to-end lifecycle of Standard Operating Procedures, collaborating with subject matter experts to capture, analyze, and validate new and existing call center workflows
• Establish and uphold excellent documentation standards, ensuring all SOPs are precise, compliant, and aligned with banking regulations and company policies.
• Architect and maintain a centralized SOP management system with version control, role-based access, and audit trail capabilities to guarantee traceability and regulatory readiness.
• Assist in the design and execution of a continuous QA audit program for SOP adherence, producing detailed compliance reports, identifying deviations, and driving corrective action plans and SOP revisions to mitigate risk and enhance consistency.

• Lead the design, rollout, and ongoing refinement of a LMS that embeds product mastery, service excellence, and policy proficiency into every agent’s performance.
• Develop immersive learning experiences that can be delivered by team members and BPO partners alike—such as instructor-led workshops, virtual e-learning modules, microlearning bursts, and scenario-based simulations—to cater to diverse learning styles and maximize retention.
• Grow and maintain a strong relationship with our BPO partner to ensure agents both in-house and outsourced adhere equally to TBO’s best-in-class service excellence.
• Partner with Product, Compliance, IT, and Analytics teams to integrate system enhancements, process updates, and industry best practices into dynamic training curricula.
• Implement a rigorous evaluation framework (e.g., Kirkpatrick levels, competency assessments, live and recorded observations) to measure training impact, iterate content, and drive continuous improvement.

• Conduct deep-dive analyses of SOP compliance rates, training effectiveness scores, QA outcomes, and customer satisfaction metrics to pinpoint performance gaps and root causes.
• Champion cross-functional projects aimed at streamlining processes, reducing average handle time by targeted margins, and elevating first-call resolution and Customer Satisfaction Scores (CSAT).
• Collect and report key performance indicators (KPIs)—such as time-to-competency, QA pass rates, and CSAT trends—and deliver strategic insights to senior leadership.
• Other duties as assigned.

• Strong instructional design, SOP documentation, and LMS administration skills.
• Detail-oriented with a focus on accuracy and consistency.
• Excellent verbal and written communication with cross-functional collaboration
• Exhibit effective coaching, mentoring, and facilitation of cross-cultural adult learning
• A data-driven focus on KPI monitoring and process optimization.
• Ability to work collaboratively in a team and independently on various project management, change leadership, and strategic alignment initiatives

• Regular requirements:

• Sit
• View computer monitors
• Talk
• Hear
• Stand
• Walk
• Use hands to type / handle / feel
• Reach with hands & arms
• May be required:

• Lift up to 20 lbs.

• Bachelor's degree in a relevant field (e.g., Business, Education, Technical Writing) or equivalent work experience.
• Proven experience in developing and maintaining Standard Operating Procedures.
• Familiarity with financial services regulations and compliance requirements is preferred.

TBO Bank