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Trainer and Learning Experience Developer

hace 2 semanas

San José, San José, Costa Rica Grupo Preseleccion Ely S.A. A tiempo completo

Company Overview

Grupo Preseleccion Ely S.A. is a leading provider of innovative training solutions, empowering our clients to achieve exceptional results in their respective industries.

Job Summary

We are seeking a highly skilled Trainer with experience in developing and implementing comprehensive training programs for Customer Service Associates (CSAs). As a key member of our team, you will be responsible for creating engaging learning experiences that foster growth, development, and excellence within our organization.

About the Role

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders. They will be able to analyze training needs, design and deliver high-quality training content, and evaluate trainee performance to ensure optimal results.

Key Responsibilities

  • Conduct Product Specifics Training for CSAs, evaluating their progress during and beyond the training period as needed.
  • Implement the training needs analysis (TNA) process to identify skills or competency gaps and establish measures to track trainee progress.
  • Develop and execute innovative strategies to ensure CSAs possess the necessary skills and competencies to meet client expectations and service levels.
  • Maintain up-to-date knowledge on overall training activities, identifying problem areas, and taking corrective actions.
  • Monitor trainees' performance, ensuring optimum levels are met prior to certification or smoothly easing them out of training when necessary.
  • Promote timely and accurate production or reproduction of required training materials, preparation of training supplies, and reservation of training rooms.
  • Participate in TQA Global Meetings, QA calibration sessions, and other gatherings to stay updated on the latest concerns and issues in the department and program.
  • Routinely provide guidance and assistance to less experienced staff members.
  • Manage trainee discipline and grievances.
  • Serve as a role model for trainees by dressing professionally and adhering to standard operating procedures.

Minimum Qualifications

  • C1 or C2 English Level
  • University or technical degree related to the position
  • At least 1 year of full-time trainer experience in a BPO environment
  • Bachelor's degree related to the position
  • Good communication skills
  • Strong leadership and coaching ability
  • Communication Skills Training experience preferred but not required
  • USA Visa and Passport up to date
  • Covid vaccination scheme complete