CX Trainer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Design, implement, and continuously enhance effective training programs for Addi's Operations team.

• Elevate agent Customer Satisfaction Scores (CSAT) by providing training in active listening and empathetic communication.

• Boost satisfaction ratings for training programs based on agent evaluations.

• Create and execute new or significantly revised training modules for onboarding, product knowledge, and specific processes.

• Enhance knowledge retention and practical application through post-training assessments.

• Identify and apply targeted training reinforcements or coaching initiatives utilizing performance data and feedback.

• Promote ongoing improvement within the customer experience team.

• Engage in a people interview and a 120-minute assessment center focused on partner verification and fraud prevention.

⛳️ Requirements

• Strong grasp of adult learning theories, including Knowles' Andragogy.

• Proven experience in developing training content using e-learning modules, videos, interactive exercises, and presentations.

• Familiarity with authoring tools like Articulate Storyline, Camtasia, and Google Slides.

• Capability to create training plans and learning paths that align with business objectives and performance targets.

• Proficient in facilitating engaging, interactive training sessions both in-person and virtually.

• Flexibility to adjust training delivery style, content, and pace in real-time.

• Expertise in effective questioning techniques and delivering constructive feedback.

• Ability to analyze CSAT scores, FCR rates, quality metrics, and other performance indicators.

• Experience in conducting training needs assessments through surveys, interviews, and performance data analysis.

• Capacity to provide personalized coaching and support to trainees.

• Outstanding verbal and written communication skills.

• Ability to collaborate with trainees, operations leaders, subject matter experts, and other stakeholders.

• Experience working with cross-functional teams and influencing stakeholders regarding training strategies.

• Skill in defining and tracking metrics to evaluate training effectiveness and ROI.

• Initiative to identify training challenges and implement effective solutions.

• Commitment to ongoing improvement informed by feedback, performance data, and evolving business needs.

• Conversational English proficiency must be indicated on the application form.

🏝️ Benefits

• Flexible remote work options.

• Option to opt-out of interview recording without affecting candidacy.

• Feedback provided regardless of the hiring outcome.

• Opportunity to work on products that serve millions of customers and merchants.

• Chance to contribute to a rapidly expanding financial platform and the financial ecosystem of Latin America.