Training &amp Development Specialist

1. Training Design & Content Development

Conduct training needs analyses (TNAs) across sales contact Centre and collections teams in collaboration with department heads.

Design and develop engaging practical training materials including manuals facilitator guides job aids scripts e-learning content and assessments.

Build and maintain an onboarding curriculum that enables new sales agents and call Centre staff to become productive within their first 30 days.

Develop role-specific programmes for: Field Sales Agents Team Leaders & Supervisors Call Centre Agents (customer care partner support debt collections).

Localise content to ensure relevance to Ugandan market realities using Luganda where appropriate.

Continuously update materials to reflect changes in products processes compliance requirements and market conditions.

2. Training Delivery

Facilitate in-person training sessions at the Kampala office and during upcountry visits to regional field teams.

Deliver induction programs for all new hires across the organization.

Conduct refresher and upskilling sessions for existing staff based on performance data and business needs.

Adapt delivery style to diverse audiences including frontline agents team leaders and partner staff.

Use blended learning approaches classroom on-the-job peer coaching and role-plays to maximize retention and skill transfer.

3. Coaching & Performance Support

Provide structured one-on-one and group coaching to sales agents and team leaders in the office and in the field.

Shadow agents during customer interactions (field visits and call monitoring) and provide immediate actionable feedback.

Partner with Team Leaders to build their coaching capability enabling them to sustain learning within their own teams.

Support collections staff with communication techniques empathy-based debt recovery and compliance with responsible collections practices.

Identify high-potential agents and recommend them for accelerated development tracks.

4. Learning Measurement & Reporting

Define and track key training metrics: assessment pass rates time-to-productivity for new hires post-training performance uplift and knowledge retention rates.

Produce monthly training reports for HR and Operations leadership.

Use sales performance and quality assurance (QA) data to inform and prioritize training interventions.

Conduct post-training evaluations and act on feedback to continuously improve program effectiveness.

5. Training Function Setup & Administration

Establish the companys training infrastructure from scratch: systems templates schedules registers and documentation standards.

Maintain a training calendar aligned to business cycles product launches and HR onboarding waves.

Source evaluate and manage external training vendors or resources as needed.

Manage a training budget responsibly optimizing for impact and cost-effectiveness.

Requirements

Essential

Bachelors degree in Education Human Resource Management Business Administration Psychology or a related field.

Minimum 4 years of experience in a training learning & development or coaching role.

Demonstrated experience training sales teams ideally in financial services telecoms mobile money or fast-moving consumer goods (FMCG).

Proven ability to design and deliver training programs independently without a pre-existing team or infrastructure.

Experience working in high-volume high-attrition environments.

Willingness and ability to travel frequently across Uganda including overnight upcountry stays.

Fluency in both English and Luganda (spoken and written).

Strong facilitation and presentation skills with diverse audiences.

Desirable

Experience in phone financing device leasing or consumer credit industries.

Background in contact center training including outbound sales collections or customer service.

Exposure to adult learning theory ADDIE or other instructional design frameworks.

Proficiency with e-learning tools (e.g. Canva for content design Google Classroom Moodle or similar LMS platforms).

Training or coaching certification (e.g. CIPD ATD/ASTD ICF or equivalent).

Proficiency in additional local languages (e.g. Runyakitara Acholi Lugisu) is an added advantage.