CX Trainer

About the Role

Empower Addi's Operations team with the knowledge and skills necessary to consistently deliver exceptional customer experiences and achieve operational excellence, directly contributing to improved performance metrics and customer satisfaction. This will be achieved through the design, delivery, and continuous improvement of impactful training programs aligned with evolving business needs.

What you will do

• Significantly improve agent performance metrics by increasing the average Customer Satisfaction Score (CSAT) of agents who complete training programs led by this role. This will be achieved through focused training on active listening and empathetic communication skills.

• Enhance the effectiveness of our training initiatives by achieving high average satisfaction scores across all delivered programs, based on feedback from participating agents.

• Develop comprehensive and high-quality training materials by designing and implementing new or significantly revised modules covering key areas such as onboarding, product knowledge, and specific processes. These modules will be rated as highly effective by our agents.

• Increase knowledge retention and application by demonstrating a measurable improvement in average scores on post-training knowledge assessments, ensuring that learned skills are effectively applied in daily interactions.

• Drive a culture of continuous improvement within the customer experience team by identifying and implementing targeted training reinforcements or coaching initiatives based on performance data and feedback, leading to tangible improvements in key performance areas.
  

What we’re looking for

• Instructional Design & Content Development Expertise

  • Demonstrates a strong understanding of adult learning theories (e.g., Knowles' Andragogy) and applies them to design effective training programs.

  • Experience in creating engaging training content using various formats such as e-learning modules, videos, interactive exercises, and presentations, utilizing relevant authoring tools (e.g., Articulate Storyline, Camtasia, Google Slides).

  • Ability to develop comprehensive training plans and learning paths that align with business objectives, performance goals, and different learning needs within the CX team.

• Facilitation & Delivery Excellence

  • Proven ability to facilitate dynamic and interactive training sessions, both in-person and virtually, maintaining participant engagement and a positive learning environment.

  • Ability to adjust training delivery style, content, and pace in real-time based on audience needs and questions.

  • Skill in using effective questioning techniques to stimulate learning and providing constructive feedback to participants.

• Performance Analysis & Coaching Skills:

  • Ability to analyze individual and team performance data (e.g., CSAT scores, FCR rates, quality metrics) to identify training needs and areas for improvement.

  • Experience in conducting thorough training needs assessments through various methods like surveys, interviews, and performance data analysis.

  • Ability to provide individualized coaching and support to trainees to reinforce learning and improve on-the-job performance.

• Communication & Stakeholder Collaboration:

  • Excellent verbal and written communication skills, capable of conveying complex information clearly and professionally to diverse audiences.

  • Ability to build and maintain strong working relationships with trainees, operations leaders, subject matter experts, and other stakeholders.

  • Experience in collaborating effectively with cross-functional teams to align training initiatives with overall business goals and influencing stakeholders on training strategies.

• Results Orientation & Initiative:

  • Focus on defining and tracking key metrics to evaluate the effectiveness and ROI of training programs.

  • Takes initiative to identify challenges in training delivery or content and proactively develops and implements solutions.

  • Demonstrates a commitment to continuously improving training programs based on feedback, performance data, and evolving business needs.
    

• Step 1: People Interview (30 min)
  A conversation to get to know you—your values, motivations, and professional journey.

• Step 2: Assesment Center (120min)
  With this technical challenge, we want to see your skills and expertise in partner verification and fraud prevention. We expect that you invest 2 hours on it with our team to validate:

  • Your ability to analyze documentation and identify inconsistencies or warning signs

  • Your approach to decision-making based on internal criteria and available data

  • How you escalate risk cases and justify your assessment clearly and accurately