Customer Experience Trainer

Customer Experience Trainer

Requirements

• 3+ years experience in CX training or a similar role.
• Strong background in facilitating training and coaching customer service professionals
• Must be located in San Antonio, TX area
• Experience with Learning Management Systems (LMS) and digital training tools like Kahoot.
• Ability to assess performance metrics and adjust training programs accordingly.
• Proficiency in Google Suite, especially Slides and Sheets.

Responsibilities

• Facilitate engaging and dynamic training sessions for CX agents and supervisors.
• Edit and update existing training materials, including presentations, manuals, e-learning modules, and role-playing exercises, to ensure relevance and accuracy.
• Implement coaching strategies to improve agent performance and ensure adherence to company policies and procedures.
• Utilize the Learning Management System (LMS) and other training tools to track progress and measure training success.
• Collaborate with internal stakeholders to ensure training accuracy.
• Ability to leverage data and build reporting that effectively identifies knowledge gaps, training impact, and ensures continuous improvement.
• Communicate clear recommendations to enhance Aura’s training program by systematically analyzing data and feedback.
• Take a minimum of 16 hours of customer support calls per quarter to stay current on evolving customer inquiries and emerging support trends.
• Ability to lead training sessions on nights and weekends, as needed, to support our 24/7 call center.

Preferred Qualifications

No preferred qualifications provided.