Learning & Development Associate

Function: Managed Services

Location:  [Bengaluru]

Employment type: Full-time FTC

About the role

Talview’s Managed Services team delivers live and record-and-review proctoring at scale for enterprise and education clients. The quality of that delivery rests on how well every proctor and resource — in-house and vendor-supplied — is trained before they touch a live session.

This role owns that. You will build and run the Learning & Development function for Managed Services: designing the curriculum, leading a team of 7–10 trainers, and making sure every resource across every process is certified, current, and audit-ready.

Key Responsibilities

Training Delivery

•     Own end-to-end training for proctors and delivery resources — induction, process certification, refreshers, and remediation for quality gaps

•     Run live and virtual training sessions across shifts and time zones, covering proctoring protocols, platform navigation, escalation paths, and client-specific SOPs

•     Certify every resource before go-live and maintain a readiness record by process and account

Team Management

•     Lead, schedule, and develop a training team of 7–10 members; allocate trainers across processes, accounts, and vendor batches

•     Set individual goals, review performance, and coach trainers on facilitation quality and content ownership

•     Plan training capacity against the hiring pipeline, account ramp-ups, and peak exam calendars

Course Design

•     Build and own the L&D curriculum: learning paths, module structure, assessments, and certification criteria per role and process

•     Define competency benchmarks and pass thresholds; design assessments that predict on-floor performance

Training content development

•     Produce and maintain training material — decks, SOP documents, job aids, walkthrough videos, quick-reference guides, and knowledge-base articles

•     Keep all content versioned and current as products, client protocols, and compliance requirements change

•     Work with Operations, QA, Product, and Compliance to translate process changes into updated material within agreed turnaround times

Vendor Coordination

•     Partner with vendor and BPO partners to onboard and train their resources on each Talview process

•     Set and enforce a common certification standard across in-house and vendor resources; audit vendor-side training quality

•     Track and report vendor training completion, certification status, and readiness ahead of account ramp-ups

Reporting and continuous improvement

•     Track and report training metrics: completion, certification pass rates, time-to-productivity, and post-training quality and error trends

•     Use QA findings, incident reports, and client feedback to identify capability gaps and close them through targeted interventions

•     Maintain training records and documentation for internal and client audits

Requirements

Must have

•     Demonstrated ability to build curriculum and training content from scratch, not only deliver existing material

•     Strong facilitation skills across in-person and virtual formats, including across shifts and geographies

•     Comfort with LMS platforms, assessment tools, and content authoring tools

•     Excellent written and verbal English; able to write clear SOPs and job aids

Good to have

•     Background in proctoring, assessments, examinations, or EdTech

•     Experience managing training for outsourced or vendor workforces

•     Train-the-trainer, instructional design, or L&D certification (ATD, CIPD, or equivalent)

•     Working knowledge of data privacy and exam-security requirements in a testing environment

Success in the first 6 months

•     A documented, certified curriculum covering every live Managed Services process

•     100% of in-house and vendor resources certified before deployment, with records to evidence it

•     Measurable reduction in time-to-productivity for new proctors and in post-training quality escalations