Job description
At Leadtech, we’ve been redefining digital businesses since 2009, creating innovative online solutions that reach millions of users every month. With a diverse team of over 700 members from 23+ nationalities, we’re united by a passion for creativity and collaboration.
We specialize in delivering user-centric experiences across web and mobile platforms, where people can connect with our products like never before.
We’re proud of our global reach and committed to fostering an inclusive workplace where every individual contributes to our shared vision of bringing cutting-edge projects to life. Learn more about our journey and mission on our About Us page!
ABOUT THE ROLE
We are looking for a passionate and skilled Training professional to upskill and drive development across a range of staff as well as make sure our Customer Service Teams develop their skills and successfully address clients’ needs.
As a Customer Service Trainer you will support our Customer Service Agents facilitating on-the-job training, developing educational material and organizing training sessions in order to ensure our onboarding training process is outstanding, new skills are learnt and also, old skills are refreshed.
We’d like you to be an expert in your area, and highly credible whilst working with our Customer Service Teams. Whether it’s new cards or chargebacks, you will have an area of expertise and not just a blanket knowledge of basic customer issues. This focus on knowledge, will also allow you to monitor tangible improvements. So one of your main responsibilities will be about improving skills that allow us to solve day to day issues that our customers consistently face.
VALUES
Proactivity
A trainer’s specialist must have the ability to set the way through concrete actions, being able to imagine, undertake, develop and evaluate approaches, actions with creativity, confidence, responsibility and critical sense
Commitment
Communication with agents and the rest of the organization, whether new or senior, is highly valued in order to bring great ideas to the table and participate actively in company-related discussions.
Collaboration
We seek to help maintain and ensure a collaborative spirit and good attitude within the team
Communication
Direct communication with the training & quality department and the rest of stakeholders is essential to allow others and yourself to understand the information more quickly and accurately. Successful communication helps us better understand people and situations. It helps us overcome diversities, build trust and respect, and create conditions for sharing creative ideas and solving problems.
Resourcefulness and Autonomy
Being resourceful is a core value working within the training & quality team, it must be taken into account that many times we will have to make important decisions and work according to our own criteria. We encourage our employees to take ownership of their responsibilities and to think creatively about how they can contribute to the success of the team.
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.
OBJECTIVES
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.
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.
Competitive salary
P ermanent contract
15 days of vacation
Remote work to help you balance between work and your personal life
Affordable Connectivity Program
Location
You will work from the comfort of your home in Colombia.
Our headquarters is located in Barcelona (Spain) and we have all the tools to work together with collaborators in different countries around the world.
The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida del Maresme, 44-46 08918 Badalona) or to the email address [email protected], attaching to your request a document that can validate your identity.
