CX Trainer

• 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

• 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

• 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