Bilingual Trainer

The Bilingual Trainer will be responsible for delivering technical, behavioral, and process-related training for new hires and existing staff in a call center environment. This role acts as a learning facilitator, ensuring that agents develop the necessary skills to provide excellent customer service.

The position requires proficiency in both Portuguese and English, strong communication skills, and the ability to manage training groups effectively.

Key Responsibilities:

• Deliver onboarding and refresher training sessions for customer service teams.
• Facilitate training on products, policies, tools, procedures, quality, and customer experience.
• Conduct bilingual training sessions (PT/EN) according to operational needs.
• Administer knowledge assessments, practical simulations, and engagement activities.
• Prepare trainee performance reports and present results to leadership.
• Ensure training materials are continuously updated, aligned with Quality and Operations teams.
• Support new agents during the nesting period, providing structured feedback.
• Identify opportunities to improve training processes and propose enhancements.
• Assist in developing learning paths and instructional materials (APTs, PPTs, job aids, etc.).
• Monitor training KPIs (effectiveness, adherence, learning curve).

Required Qualifications:

• High school diploma (Bachelor’s degree preferred).
• Fluency in English (written and spoken).
• Previous experience in call center, training, quality, or related functions.
• Excellent verbal and written communication skills.
• Ability to manage classrooms and facilitate learning for diverse profiles.
• Intermediate knowledge of PowerPoint, Excel, Teams/Zoom.

Preferred Qualifications:

• Experience creating educational and training materials.
• Knowledge of adult learning methodologies (Andragogy).
• Experience working with LMS platforms.
• Familiarity with operational metrics (AHT, CSAT, QA Score, etc.).
• Certifications in training, facilitation, instructional design, or related areas.

Key Competencies:

• Strong time management and organizational skills.
• Active listening and empathy.
• Energy and dynamism for leading training groups.
• Problem-solving skills.
• Adaptability in fast-paced environments.
• Proactivity and initiative.

What We Offer: