CX Trainer

About the role

Empower Addi's Operations team with the knowledge and skills needed to deliver exceptional customer experiences and achieve operational excellence. You will design, deliver, and continuously improve training programs that align with evolving business needs.

Key responsibilities

• Improve agent CSAT scores through focused training on active listening and empathetic communication.
• Design and deliver high‑quality training modules covering onboarding, product knowledge, and core processes.
• Measure knowledge retention via post‑training assessments and ensure learned skills are applied daily.
• Identify performance gaps using data and implement targeted reinforcements or coaching initiatives.
• Achieve high satisfaction scores for training programs based on participant feedback.

Required profile

• Demonstrates strong understanding of adult learning theories and designs effective training programs.
• Creates engaging e‑learning content using authoring tools such as Articulate Storyline, Camtasia, and Google Slides.
• Facilitates dynamic in‑person and virtual sessions, adapting style and pace to audience needs.
• Analyzes performance data (CSAT, FCR, quality metrics) to identify training gaps and provides coaching.
• Communicates clearly with trainees, operations leaders, and subject‑matter experts, building strong stakeholder relationships.
• Tracks key metrics to evaluate training ROI and proactively improves programs.

Required skills

• Articulate Storyline
• Camtasia
• Google Slides