Training Instructor

Description

Job Summary: A professional responsible for delivering operational training, analyzing gaps, developing action plans, and creating support materials to ensure continuous improvement of operators. Key Highlights: 1. Conduct operational training and refresher courses 2. Analyze and develop improvement plans for operators 3. Create support materials and report on training **Description:** High school diploma required Bachelor's degree is preferred Basic Excel and PowerPoint (required) Communication skills (verbal/written) Experience in operational training is preferred Deliver initial training for new and transferred agents; Conduct refresher training for TAs based on requests from the T\&Q department Monitor operators either in person or online Analyze operator/negotiator performance gaps Identify improvement opportunities, create and execute development action plans for operators/negotiators Develop scripts for operators and negotiators according to portfolio rules Monitor, when necessary, quality reports issued by third-party companies (V2 Estadão, GCC Boticário) Deliver training as needed for operators and negotiators: Deliver script, conversion, call handling, system, and other related trainings Create support materials for operator use Submit daily training reports (Feedback Capacity for Operations); Align processes with leadership oversight Participate in meetings and support activities as requested by management Actively participate in training improvement programs, courses, and other events, promoting the concept of continuous improvement Identify, propose, and contribute to implementing improvement initiatives Support maintenance of workplace cleanliness and organization Comply with internal policies (including occupational safety) and operational procedures Perform related tasks as required by the company 2511280202191846228