The Trainer is responsible for delivering engaging and effective training programs to operators and supporting training teams. This role ensures learners acquire the skills and knowledge necessary for high-quality service delivery. The Trainer acts as a key stakeholder and Subject Matter Expert (SME) to ensure consistent application of curriculum and training delivery expectations. Responsibilities include conducting and auditing synchronous training sessions, tracking compliance for asynchronous training courses, evaluating learner performance, and collaborating with the content development team to refine and update training materials.

This role ensures that new hires and existing agents acquire the necessary product knowledge, soft skills, and tool proficiency to meet and exceed client KPIs and internal quality standards.

Responsibilities:

- Training Delivery & Facilitation: Conduct engaging, high-quality synchronous training sessions (both in-person and virtual) covering customer experience, product specifics, compliance, soft skills, and systems.
- Nesting & Transition Support: Monitor, coach, and support trainees during the transition from the classroom to the production floor (Nesting phase) to ensure speed-to-proficiency.
- Performance Evaluation & Feedback: Assess learner progress through quizzes, practical simulations, and QA audits, providing actionable feedback and implementing remediation plans for outliers.
- Content Collaboration: Partner with Content Developers and Instructional Designers to update and refine training materials, curriculum, and knowledge based on QA trends and operational updates.
- Compliance & Tracking: Maintain accurate records of trainee attendance,



performance scores, compliance metrics for asynchronous courses, and certification status.
- Calibration & Alignment: Participate in regular calibration sessions with Quality Assurance (QA) and Operations Leaders to ensure alignment on training expectations and performance metrics.
- Perform other duties as assigned.

Mandatory Qualifications

- Experience: Minimum of 1–2 years of experience as a Trainer or Assistant Trainer in a BPO / Call Center environment.
- Trainer or Training Specialist role
- Quality Assurance role with training/coaching components
- Teaching or instructor position
- Coaching or mentoring roles with documented responsibilities
- Hybrid operational roles with significant training duties
- Language Proficiency: C1/C2 English level (excellent verbal and written
- Education: Bachelor's degree in business administration, Education, Communications, or related field (preferred).
- Teaching certifications are a plus
- Industry Knowledge: Deep understanding of BPO metrics (CSAT, FCR, AHT, QA scores, Hold & Dead Air control, and Autofail rates).
- Technical Skills: Proficiency in Learning Management Systems (LMS), virtual delivery tools (MS Teams, Zoom), and CRM systems.

Preferred Qualifications

- Medical/Healthcare Experience (e.g., patient–provider communication)
- English Test scores: IELTS 7.0+, TOEFL 100+, or EF SET C1/C2.
- English immersion: Studies or professional experience in an English-speaking country.
- Professional use: At least 2 years of experience in an English-speaking CSR/BPO role.

Job Type: Full-time

Experience:

- BPO: 1 year (Required)
- trainer: 1 year (Required)

Work Location: Hybrid remote in Bogotá, Cundinamarca

📌 BPO Trainer (Colombia)
🏢 KonnectCX
📍 Colombia