Found Description
CX TRAINING LEAD - (Hybrid)
We're seeking an experienced CX Training Lead to join our CX team in Barcelona (Hybrid). The mission is to ensure the training needs are coordinated and managed for the assigned delivery center(s), ensuring a high training quality standard.
What you will do:
The Role's Key Responsibilities and Tasks:
- Assess training needs across all functions for front office, back office, online, and offline.
- Oversee the assigned delivery centers’ training operations.
- Conduct onsite visits to certify trainers, provide train‑the‑trainer sessions, and co‑facilitate sessions if needed.
- Facilitate workshops and development sessions as required.
- Conduct regular knowledge tests, analyze results, and implement improvement initiatives.
- Work with quality and operations to understand agent training needs.
- Design, deliver and evaluate training for technical skills.
- Cre...