Process Trainer Lead

Job Title:

Lead - CLS Trainer

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as Lead - CLS Trainer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description:

Leads in this role get to:

• Enable and guide: Deliver and evaluate both softskills and technical training across all areas of client onboarding. Create, update, and facilitate training materials that equip new and existing staff with the skills and knowledge required for success. Lead multiweek newhire training, blended learning sessions, nesting support, floor training, and BQM training. Supervise, coach, and support learners in nesting and BQM environments. Facilitate product, behavioral, and toolchange training sessions. Track newhire progression, conduct enhancement training, and provide actionable feedback to help trainees meet and exceed performance metrics.
• Impact the bottom line: Prepare accurate training reports, performance summaries, and documentation that support operational and client requirements.
• Strengthen relationships: Build and maintain strong communication channels with clients, leaders, and crossfunctional teams. Understand training needs, resolve issues, and ensure alignment with program expectations.
• Be the point of contact: Support the program by handling trainingrelated inquiries, escalations, and coordination needs..

Qualifications :

Our most successful candidates will have:

• Earned a bachelor's degree in any field (Major in Education or Communication preferred)

• C1 level proficiency

  with excellent English verbal and written communication skills

• At least 2 years of experience as a trainer, preferably in a fastpaced program

• Strong sales background or sales training experience

  , with the ability to coach discovery, objection handling, and valuebased selling

• Experience in TNI/TNA (Training Needs Identification/Analysis)

  and the ability to translate insights into targeted training interventions
• Proven ability to design, deliver, and evaluate training programs for both new hires and tenured staff
• Excellent working knowledge of Microsoft Office applications (Excel, PowerPoint, Word, Outlook)
• Strong facilitation, coaching, and classroom management skills
• Ability to develop strategic solutions, drive process improvements, and adapt quickly to evolving program needs
• Willingness and ability to work in shifting or graveyard schedules