CX Trainer

Addi

. Design, deliver, and continuously improve impactful training programs for Addi's Operations team .

Posted 10/3/2026full-timeRemote • ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and delivering impactful training programs that enhance customer satisfaction and knowledge retention. Proficient in utilizing adult learning theories and performance data to create tailored training solutions and assess their effectiveness.

Highest-signal resume keywords

Adult Learning TheoriesTraining Content CreationE-Learning ModulesTraining Needs AssessmentCustomer Satisfaction Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Program DesignKnowledge Retention AssessmentPerformance Data AnalysisTraining Plan DevelopmentEffective Questioning Techniques

Soft Skills

Empathetic CommunicationDynamic FacilitationCollaborative TeamworkConstructive FeedbackContinuous Improvement Initiative

Tools & Technologies

Articulate StorylineCamtasiaGoogle Slides

Industry Keywords

Customer Satisfaction ScoreTraining Effectiveness MetricsCross-Functional CollaborationOnboarding ProcessesPerformance Goals

About the role

Key responsibilities & impact

Design, deliver, and continuously improve impactful training programs for Addi's Operations team
Improve agent Customer Satisfaction Score (CSAT) through training in active listening and empathetic communication
Increase satisfaction scores for delivered training programs based on agent feedback
Design and implement new or substantially revised training modules for onboarding, product knowledge, and specific processes
Improve knowledge retention and application through post-training knowledge assessments
Identify and implement targeted training reinforcements or coaching initiatives using performance data and feedback
Drive continuous improvement within the customer experience team
Participate in a people interview and a 120-minute assessment center focused on partner verification and fraud prevention

Requirements

What you’ll need

Strong understanding of adult learning theories, such as Knowles' Andragogy
Experience creating training content using e-learning modules, videos, interactive exercises, and presentations
Experience with authoring tools such as Articulate Storyline, Camtasia, and Google Slides
Ability to develop training plans and learning paths aligned with business objectives and performance goals
Ability to facilitate dynamic, interactive training sessions in person and virtually
Ability to adapt training delivery style, content, and pace in real time
Skill in effective questioning techniques and providing constructive feedback
Ability to analyze CSAT scores, FCR rates, quality metrics, and other performance data
Experience conducting training needs assessments through surveys, interviews, and performance data analysis
Ability to provide individualized coaching and trainee support
Excellent verbal and written communication skills
Ability to collaborate with trainees, operations leaders, subject matter experts, and other stakeholders
Experience collaborating with cross-functional teams and influencing stakeholders on training strategies
Ability to define and track metrics evaluating training effectiveness and ROI
Initiative to identify training challenges and implement solutions
Commitment to continuous improvement based on feedback, performance data, and evolving business needs
Conversational English level must be selected on the application form

Benefits

Comp & perks

Remote work arrangement
Interview recording opt-out without impact on candidacy
Feedback provided regardless of hiring outcome
Opportunity to work on products serving millions of customers and merchants
Opportunity to contribute to a fast-growing financial platform and Latin America's financial ecosystem