Training Specialist

Summary

Join Leadtech as a Customer Service Trainer and upskill staff, developing educational materials, and organizing training sessions to ensure outstanding onboarding and skill development. As an expert in your field, you will focus on improving skills to solve common customer issues, monitoring tangible improvements. You will facilitate training programs, deliver dynamic sessions, and collaborate with various teams to identify and address operational deficiencies. You will evaluate program success, report to the Senior Training & Quality Team Lead, and make recommendations for improvement. You will also train new team members, provide performance reporting, and cross-train existing members on updates and procedures. This role requires a commitment to continuous improvement and collaboration.

Requirements

• 1-2 years of Training experience in a similar/same position
• Spanish high level as you will be working with our Spanish - speaking team on a daily basis
• English C1 or high level as training sessions may be conducted in English and also communications with the hubs
• Excellent communication /both verbal and written) and facilitating skills to deliver Training sessions and ensure proficient communication with different stakeholders
• Proficient in Google tools and M.Office; e-learning is an asset
• Proficient in learning management systems (LMS), instructional design and e-learning platforms
• Be familiar with traditional and modern interactive learning methodologies and learning activities
• Advanced organizational skills and excellent decision-making skills with the ability to handle multiple assignments
• Be able to evaluate training performance to determine if training is meeting business needs

Responsibilities

• Facilitate programs based on requirements by utilizing the available content, presentations and visual aid to equip the Customer Service Teams and newbies with relevant information
• Develop training material (e.g. videos and manuals)
• Deliver dynamic training sessions (on-boarding, soft skills, process and refresher training, etc) across customer service to a diverse learning participant
• Collaborate with Quality Team, Management and HR across site to identify operational deficiencies and develop lean, solution-oriented, measurable training
• Evaluate the success of the program in every session conducted and report that back to the Senior Training & Quality Team Lead . And also assess the impact of each educational course on staff performance and client satisfaction
• Train new Team Members, make sure they successfully apply everything covered in the Training Agenda
• Provide daily performance reporting on the progress of new employees during the On-Boarding Training
• Make constructive recommendations for improving scripts, programs, and training techniques
• Cross-train existing Team Members on new company updates or procedures
• Update and create training material based on product releases
• Review, maintain and update training materials and ensure that learning assets are monitored and maintained to quality standards
• Participate in the development and continuous improvement of processes, systems and written procedures related to training support including but not limited to training records management, course catalog maintenance, curricula management and updates
• Manage and partner on the development and continuous improvement of documentation processes ensuring that fit for purpose quality practices are implemented throughout key functional areas within Customer Service Department
• Manages the development and facilitation of a variety of technical trainings within Customer Service
• Develops, implements and monitors audit controls to help departments achieve specific goals related to quality
• Document quality assurance activities with internal reporting and audits
• Trains new employees and/or service provider staff on quality monitoring procedures and guidelines
• Design and facilitate new hire and recurrent training courses for customer service

Benefits

• Competitive salary
• Permanent contract
• 15 days of vacation
• Remote work to help you balance between work and your personal life
• Affordable Connectivity Program