Leadtech is looking for a Training Specialist to play a key role in elevating our Customer Service Teams. You will be responsible for developing and delivering effective training programs that equip teams with the skills needed to solve customer issues and ensure outstanding onboarding, all while working remotely from within Colombia.
What You'll Do
- Facilitate training programs using content, presentations, and visual aids to equip teams with relevant information.
- Develop training material, such as videos and manuals.
- Deliver dynamic training sessions (onboarding, soft skills, process, refresher) to a diverse learning participant base.
- Collaborate with the Quality Team, Management, and HR to identify operational deficiencies and develop lean, solution-oriented, measurable training.
- Evaluate the success of each training session and report back to the Senior Training & Quality Team Lead.
- Assess the impact of each educational course on staff performance and client satisfaction.
- Train new Team Members and ensure they successfully apply everything covered in the Training Agenda.
- Provide daily performance reporting on the progress of new employees during 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.
- Review, maintain, and update training materials and ensure learning assets meet quality standards.
- Participate in the development and continuous improvement of training support processes and systems.
- Manage and partner on the development and continuous improvement of documentation processes for quality practices within Customer Service.
- Manage and facilitate a variety of technical trainings within Customer Service.
- Develop, implement, and monitor audit controls to help departments achieve quality-related goals.
- Document quality assurance activities with internal reporting and audits.
- Train 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.
What We're Looking For
- 1-2 years of Training experience in a similar or same position.
- A high level of Spanish for daily work with our Spanish-speaking team.
- English C1 or high level for training sessions and communications with hubs.
- Excellent communication (both verbal and written) and facilitating skills.
- Proficient in Google tools and M.Office.
- Proficient in learning management systems (LMS), instructional design, and e-learning platforms.
- Familiar with traditional and modern interactive learning methodologies and learning activities.
- Advanced organizational skills and excellent decision-making skills with ability to handle multiple assignments.
- Ability to evaluate training performance to determine if training is meeting business needs.
Nice to Have
- E-learning experience is an asset.
Technical Stack
- Google tools
- M.Office
- Learning Management Systems (LMS)
- E-learning platforms
Team & Environment
You will work closely with Customer Service Teams, the Quality Team, Management, and HR, reporting directly to the Senior Training & Quality Team Lead.
Benefits & Compensation
- Competitive salary
- Permanent contract
- 15 days of vacation
- Remote work
- Affordable Connectivity Program
Work Mode
This is a remote position open to candidates located within Colombia.
Company Culture
We value proactivity, commitment, collaboration, direct communication, and resourcefulness. You will be encouraged to take ownership, make important decisions, and think creatively to drive results.
Leadtech is an equal opportunity employer.
