Detalle de la Oferta

Descripción de la Oferta

Are you passionate about training and development?
We’re looking for an experienced Training Specialist to join our team! In this role, the primary focus will be on designing, delivering, and leading engaging training programs that empower our employees. During downtime, you will play a key role in quality analysis, ensuring that our operations are consistently meeting high standards.

About the Role:
As a Product Trainer & Quality Analyst, your main responsibility will be to deliver impactful training programs that equip our employees with the skills and knowledge they need to succeed. You will assess business needs, develop customized training solutions, and foster a culture of continuous learning. When not actively training, you’ll shift focus to monitoring and analyzing quality metrics to ensure alignment with company standards and identify areas for improvement.

Responsibilities:

Primary Role – Training:
- Lead and deliver engaging new hire training sessions, ensuring smooth onboarding and effective knowledge transfer.
- Assess new hire skills, training performance, and productivity, providing constructive feedback to drive improvement.
- Develop and implement tailored training programs to address specific business needs and enhance workforce capabilities.
- Track new hire progress using performance scorecards, training reports, and regular follow-ups to ensure knowledge retention.
- Provide ongoing support and refresher training as needed, promoting a culture of continuous learning.
- Collaborate with Team Leaders, QAs, and SMEs in weekly syncs to align on training and operational priorities.
- Prepare training rooms and materials, ensuring all resources are up-to-date and relevant for each session.
- Stay updated on client product changes, industry trends, and training methodologies to ensure training content is current and effective.

Secondary Role – Quality Assurance:
- During downtime, monitor and evaluate employee performance through call reviews, audits, and quality assurance methods.
- Analyze quality data to identify trends and gaps, providing actionable insights for process optimization.
- Collaborate with teams to ensure adherence to company policies, procedures, and customer service standards.
- Provide constructive feedback to employees, coaching them to improve performance and meet quality expectations.
- Develop and implement quality standards and guidelines aligned with company objectives.

Requirements:
- 1-2 years of experience in training and development, particularly in the contact center or BPO industry.
- Strong background in designing and facilitating training programs.
- Excellent verbal and written communication skills for feedback, documentation, and training materials.
- Familiarity with CRM platforms, telephony systems, and training tools.
- Ability to assess training needs and develop customized training solutions to address skill gaps.
- Experience with quality monitoring tools and performance tracking systems.
- Up-to-date knowledge of the latest training methodologies and tools.
- Must be able to work on-site.

If you’re ready to make an impact by shaping the development of a talented team and optimizing operational quality, we’d love to hear from you!

Experiencia Requerida

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