Customer Service Trainer

About the role

We are looking for a Customer Service Trainer to deliver and improve training for GBS/QTC associates across the U.S. region. The role involves creating, delivering, and evaluating training programs for calls, chat, and email handling, while providing individualized feedback and coaching.

Key responsibilities

• Develop and deliver training using the ADDIE instructional methodology for entry‑level and advanced customer service skills.
• Provide individualized feedback and coaching to associates at all leadership levels.
• Conduct statistical analysis and quality assessments to create personalized training plans.
• Generate QA reports for supervisors and managers and analyze escalation trends to identify training gaps.
• Maintain and update the Knowledge Management System, job aids, and tools in coordination with operations.
• Participate in Lean, Six Sigma, and other continuous‑improvement projects.
• Contribute to performance evaluations and ensure compliance with regulatory and company policies.

Required profile

• Experience delivering training and coaching in a contact‑center environment.
• Strong analytical skills to assess quality data and identify improvement opportunities.
• Ability to work collaboratively with operations, supervisors, and managers.
• Commitment to continuous professional development and subject‑matter expertise.

Required skills

• ADDIE instructional methodology
• Statistical analysis
• QA reporting
• Lean methodology
• Six Sigma principles