Trainer

• 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

CX Trainer

• Assist Trainer II with planning and facilitating onboarding of new team members
• Manage the nesting phase of new hire training, assisting agents with questions during their first 1–2 weeks of calls
• Provide information and guidance on e-learning content and manage remote training programs for CSG teams
• Work with Managers and Quality Assurance to establish development and coaching rhythms
• Provide ongoing skill development sessions for tenured agents
• Provide required phone time to assist with service levels when new hire classes are not in progress
• Attend team meetings to review team performance against goals and set improvement commitments
• Conduct remote training through Microsoft Teams for new and tenured team members
• Communicate class progress on attendance, behavior, skillsets, and sales throughout training and nesting
• Conduct recurrent training and new product/partner training when new hire classes are not in session
• Support training initiatives for 1–2 CSG teams as needed

Trainer jobs in Colombia

CX Trainer

Consumer Services Group Trainer