Description:
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).
- Teachin

📌 Experienced Trainer (Engativá)
🏢 KonnectCX
📍 Engativá