Training Specialist

ATENTO is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in more than 13 countries and is recognized as one of the 25 best in the world, according to the Great Place to Work Ranking.
Job Description: Training SpecialistOn-Site. Guatemala, Guatemala
About the Role:As a Training specialist, you will play a key role in delivering impactful training and evaluating quality performance. Your primary focus will be to design, facilitate, and refine training programs to equip employees with the knowledge and skills needed for success. During non-training periods, you will analyze quality metrics, perform call audits, and provide coaching to optimize performance.
Key Responsibilities:
Training & Development Deliver engaging new hire training sessions, ensuring smooth onboarding and knowledge retention.Assess new hire performance, providing feedback and coaching to enhance skills.Design and implement tailored training programs that address business needs and performance gaps.Track training effectiveness using scorecards, assessments, and follow-ups.Provide refresher training and ongoing upskilling programs for existing employees.Collaborate with Team Leaders, QAs, and SMEs to align training with operational goals.Stay updated on client product updates, industry trends, and new training methodologies.
Quality Assurance & Performance Monitoring (Secondary Role)Conduct call monitoring, audits, and performance evaluations to ensure adherence to quality standards.Analyze quality data, identifying trends and areas for improvement.Develop and implement QA guidelines, ensuring alignment with business and client expectations.Provide coaching and constructive feedback to employees to enhance service delivery.Work closely with operations teams to ensure compliance with company policies and customer service excellence.
Requirements:1-2 years of experience in training and development, particularly in the contact center or BPO industry.Strong background in designing and facilitating training programs.Excellent verbal and written communication skills for feedback, documentation, and training materials.Familiarity with CRM platforms, telephony systems, and training tools.Ability to assess training needs and develop customized training solutions to address skill gaps.Experience with quality monitoring tools and performance tracking systems.Up-to-date knowledge of the latest training methodologies and tools.Must be able to work on-site.Visa Required
If you’re ready to make an impact by shaping the development of a talented team and optimizing operational quality, we’d love to hear from you!
Atento is an award-winning global CX solutions company that creates exceptional experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.