Posted Date : 19th Dec, 2025
Job Category :
Costa Rica
Posted 6 hours ago
Job title: Trainer Specialist
Work Location: Ultralag, Heredia
Experience: 1–3 years in training, L&D, support operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related field
No of Openings: 1
Summary:
- The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management.
- This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps.
- The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.
Roles and Responsibilities:
- Develop, design, and maintain training content for onboarding and ongoing learning programs.
- Deliver new-hire training sessions and ensure successful ramp-up of new agents.
- Create user accounts or system access for new agents as required.
- Build targeted training modules based on team gaps, performance trends, or new product updates.
- Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.
- Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.
- Provide 1:1 coaching to agents to address individual learning needs or performance gaps.
- Conduct ongoing product training sessions and knowledge refreshers for the entire team.
- Participate in training syncs with internal stakeholders and subject-matter experts.
- Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.
- Enroll agents in required training programs, workshops, or certification paths.
- Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.
Required Skills:
- 1–3 years of experience in training, instructional delivery, customer support, or operations.
- Strong verbal and written communication skills with the ability to present clearly to diverse audiences.
- Experience creating training materials, documentation, or KB content.
- Ability to coach, mentor, and support agents at varying skill levels.
- Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.
- Strong understanding of support workflows, case handling, and customer experience best practices.
Desired Skills:
- Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.
- Knowledge of adult learning principles, instructional design, or coaching methodologies.
- Familiarity with LMS platforms, ticketing systems, or support tools.
- Ability to analyze performance data to identify training needs and evaluate training impact.
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| Job Level | 1- 5 Years, 1-4 Years |