The CX Trainer is responsible for delivering high-quality training programs that enhance customer service performance within the contact center. The role focuses on onboarding new hires, upskilling existing agents, and driving continuous improvement in customer experience, communication, and operational KPIs.
Key Responsibilities
Training Delivery & Facilitation Deliver onboarding and ongoing training sessions for customer service agents Conduct soft skills, product knowledge, and system training Facilitate engaging classroom and virtual training sessions Coaching & Performance Improvement Provide coaching and feedback to improve agent performance Identify performance gaps and recommend training solutions Support team leaders in developing action plans for low performers Content Development Design and update training materials, presentations, and guides Ensure training content aligns with business needs and client requirements Quality & CX Enhancement Promote best practices in customer experience and service excellence Support initiatives to improve CSAT, FCR, and overall service quality Assessment & Reporting Conduct assessments, quizzes, and evaluations Track training effectiveness and report on performance metrics Maintain accurate training records and documentation Requirements1–3+ years of experience as a Trainer in a BPO / Contact Center environment Strong knowledge of Customer Experience (CX) principles Excellent communication and presentation skills Experience in coaching and performance management Ability to deliver training in a dynamic, fast-paced environment Fluent English (B2+ / C1 preferred) Preferred Qualifications Experience with training tools and e-learning platforms Knowledge of KPIs (AHT, CSAT, SLA, FCR) Instructional design experience is a plus What We Offer Competitive salary package Career growth opportunities Dynamic and supportive work environment If you want, I can also:Customize it for Konecta / Rehab location Make it short Linked In version Or create interview questions for CX Trainer