Job Summary: The Training Instructor is responsible for planning, delivering, and monitoring training and development initiatives to prepare employees. Key Highlights: 1. Plan and conduct initial trainings, refresher courses, and continuous capacity-building activities 2. Develop and update teaching materials, presentations, and supporting content 3. Ability to engage and develop people The **Training Instructor** is responsible for planning, delivering, and monitoring training and development initiatives, ensuring employees are prepared to perform their duties with quality, alignment to processes, internal policies, and company objectives. ### **Key Responsibilities** * Plan and conduct initial trainings, refresher courses, and continuous capacity-building activities; * Develop and update teaching materials, presentations, and supporting content; * Deliver technical, behavioral, and process-related trainings; * Evaluate training effectiveness through tests, assessments, and on-the-job follow-up; * Monitor employee performance post-training; * Identify training needs in collaboration with operational areas; * Support leaders and supervisors in team development; * Ensure compliance with procedures, scripts, and internal standards; * Record training metrics and prepare results reports; * Contribute to continuous improvement initiatives and process standardization. ### **Requirements** * Completed high school education (higher education currently pursued or completed is desirable); * Prior experience as a trainer, multiplier, or in training-related roles; * Experience in customer service operations or call centers (a plus); * Strong verbal and written communication skills; * Pedagogical aptitude, organizational skills, and ability to lead group sessions; * Proficiency in presentation and training tools. ### **Behavioral Competencies** * Clear and empathetic communication; * Ability to engage and develop people; * Organization and planning; * Proactivity and results orientation; * Teamwork and interpersonal relationship skills. ### **Preferred Qualifications** * Experience with initial training (onboarding); * Knowledge of performance and quality indicators; * Experience with learning methodologies and corporate education. Minimum Educational Requirement: Bachelor's Degree