CX Trainer

Job not on LinkedIn

🔥 7 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Trainer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Addi

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🛍️ eCommerce

👥 B2C

Fintech • eCommerce • B2C

Addi es una empresa de tecnología que busca impulsar y habilitar el comercio digital en Latinoamérica. En Addi, quieren que las personas compren lo que quieran, cuando quieran, de forma fácil, rápida y transparente, sin intereses, sin costos adicionales, sin papeleo y sin complicaciones.

📋 Description

• Design, deliver, and continuously improve impactful training programs for Addi's Operations team • Improve agent Customer Satisfaction Score (CSAT) through training in active listening and empathetic communication • Increase satisfaction scores for delivered training programs based on agent feedback • Design and implement new or substantially revised training modules for onboarding, product knowledge, and specific processes • Improve knowledge retention and application through post-training knowledge assessments • Identify and implement targeted training reinforcements or coaching initiatives using performance data and feedback • Drive continuous improvement within the customer experience team • Participate in a people interview and a 120-minute assessment center focused on partner verification and fraud prevention

🎯 Requirements

• Strong understanding of adult learning theories, such as Knowles' Andragogy • Experience creating training content using e-learning modules, videos, interactive exercises, and presentations • Experience with authoring tools such as Articulate Storyline, Camtasia, and Google Slides • Ability to develop training plans and learning paths aligned with business objectives and performance goals • Ability to facilitate dynamic, interactive training sessions in person and virtually • Ability to adapt training delivery style, content, and pace in real time • Skill in effective questioning techniques and providing constructive feedback • Ability to analyze CSAT scores, FCR rates, quality metrics, and other performance data • Experience conducting training needs assessments through surveys, interviews, and performance data analysis • Ability to provide individualized coaching and trainee support • Excellent verbal and written communication skills • Ability to collaborate with trainees, operations leaders, subject matter experts, and other stakeholders • Experience collaborating with cross-functional teams and influencing stakeholders on training strategies • Ability to define and track metrics evaluating training effectiveness and ROI • Initiative to identify training challenges and implement solutions • Commitment to continuous improvement based on feedback, performance data, and evolving business needs • Conversational English level must be selected on the application form

🏖️ Benefits

• Remote work arrangement • Interview recording opt-out without impact on candidacy • Feedback provided regardless of hiring outcome • Opportunity to work on products serving millions of customers and merchants • Opportunity to contribute to a fast-growing financial platform and Latin America's financial ecosystem