💼About the Role
Are you passionate about developing people, creating engaging learning experiences, and shaping operational excellence? We’re looking for a dynamic Global Customer Care Trainer who thrives in a fast‑paced, collaborative environment and is excited about making a measurable impact. In this role, you will be performing essential functions for our company by educating new and existing employees on how to effectively perform their jobs. The position requires knowledge in the design of instruction for both on-site instructor led and distance learning classes.

• Cross-functional exposure to broaden your operational and leadership expertise
• Primarily work‑from‑home setup with occasional office collaboration as needed
• Company-provided work tools to support your success
• Career advancement opportunities within Learning & Development
• Competitive salary package aligned with your experience and skill set

• Keep up to date with the latest discoveries in customer service training techniques to better educate the workforce and keep the employees up to date on pertinent information
• Ensure that all employees have a thorough understanding of the program they are supporting to effectively carry out their responsibilities and achieve our client's goals
• Conduct ongoing client and candidate care training for all skill levels, including new hire, refresher, and remedial training sessions
• Deliver soft skills training to groups of company employees globally via in-person classroom training and web-based/virtual-classroom deliver
• Work closely with management to define and analyze training needs
• Help design effective content applying adult learning theory
• Prepare hard/soft copy training materials and presentations for employees and with the approval of management
• Create monitoring strategies to ensure that employees are performing job duties according to training
• Enhance agent’s skills on communication, soft skills, and process and compliance parameters
• Preparing training material

• Excellent interpersonal skills
• Customer Service Attitude and Approach
• Must have strong critical thinking and analytical skills
• 1+ years’ experience in coaching/ training/ mentoring/ Process SME.
• 2+ Years of experience as process / soft skills
• Compelling public speakers and presentation skill
• Flexible and willing to learn new processes based on business needs

📋 Additional Requirement

Please note that a valid NBI clearance is required for this role. Candidates must ensure it is available as soon as possible to avoid delays in the hiring process.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.