We're looking for bilingual Spanish & English Trainer
Training Design & Framework Development• Create impactful training materials, facilitator guides, agendas and interactive learning experiences tailored to customer service operations.• Collaborate with cross-functional stakeholders to build and continuously enhance a training framework aligned with operational goals and company culture.
Training Needs Analysis & Insights• Conduct comprehensive TNA using performance data, QA findings and agent feedback.• Identify knowledge and skill gaps and translate insights into targeted, high-value training interventions.
Training Delivery & Facilitation• Lead engaging onboarding and continuous learning sessions covering processes, product knowledge, systems and soft skills.• Adapt facilitation styles to meet the needs of multilingual and multicultural teams.
Evaluation & Continuous Improvement• Measure training effectiveness through assessments, knowledge checks and performance indicators.• Provide actionable recommendations to elevate the impact and efficiency of learning programs.
On‑the‑Floor Engagement & Vendor Collaboration• Partner closely with frontline teams conducting floor walks, listening sessions and coaching to surface operational challenges.• Work with BPO/vendor training teams to ensure alignment, consistency and quality of delivery across all sites.
Governance & Reporting• Manage certification processes, assessments and training documentation.• Track training KPIs and deliver weekly/monthly reports to support leadership decision-making.
What We’re Looking For• Bachelor’s degree.• 1–2 years of experience in training design and delivery, preferably within customer service or BPO environments.• Strong proficiency in Spanish (B2+) and English (B1+) a must.• Solid expertise in instructional design, data analysis and reporting.• TOT certification is a plus.• Ability to confidently engage with frontline teams and cross‑functional stakeholders.