BPO Trainer - GDS & Travel Experience

Responsibilities

• Develop training materials, documentation, and resources that are clear, engaging, and tailored to different learning styles and proficiency levels.
• Conduct one-on-one and group training sessions covering travel booking systems, customer service protocols, and industry best practices.
• Assess trainee knowledge and performance through practical exercises, role-playing scenarios, and formal assessments.
• Provide ongoing coaching and support to new and existing team members to ensure continuous improvement and skill development.
• Monitor training effectiveness through feedback collection and performance metrics, making adjustments as needed.
• Maintain up-to-date knowledge of GDS platforms, travel industry trends, and customer service excellence standards.
• Collaborate with management to identify training needs and develop strategies to address performance gaps.
• Document training activities and maintain records of trainee progress and achievements.
• Support the creation of standard operating procedures and knowledge bases for team reference.

Qualifications

• Mandatory: Prior experience supporting the Expedia account/program.
• At least 1-2 years of Trainer experience in a BPO environment.
• Preferably with GDS and Expedia Background.
• Experience facilitating training for Travel, Hospitality, or OTA (Online Travel Agency) accounts is highly preferred.
• Strong presentation, facilitation, coaching, and communication skills.
• Experience in curriculum development, adult learning methodologies, and performance coaching.
• Proficient in Microsoft Office and learning management systems.
• Willing to work onsite and on shifting schedules.