Customer Experience Trainer

About the role

Join Addi’s Operations team to empower agents with the knowledge and skills needed to deliver exceptional customer experiences. You will design, deliver, and continuously improve training programs that directly impact performance metrics and customer satisfaction.

Key responsibilities

• Increase agents' Customer Satisfaction Scores (CSAT) through focused training on active listening and empathetic communication.
• Develop and maintain high‑quality training materials covering onboarding, product knowledge, and process modules.
• Measure training effectiveness via post‑training assessments and feedback surveys, aiming for high satisfaction scores.
• Analyze performance data to identify training needs and provide targeted coaching or reinforcement.

Required profile

• Strong understanding of adult learning theories (e.g., Knowles' Andragogy) and ability to apply them in training design.
• Proven facilitation skills for both in‑person and virtual sessions, adapting delivery style in real time.
• Excellent communication skills, capable of conveying complex information clearly to diverse audiences.
• Results‑oriented mindset with a focus on tracking metrics and improving ROI of training programs.

Required skills

• Instructional design and content development using e‑learning authoring tools such as Articulate Storyline, Camtasia, and Google Slides.
• Creation of engaging training formats including videos, interactive exercises, and presentations.
• Performance analysis using CSAT, FCR, and quality metrics to identify gaps.
• Coaching and feedback delivery to reinforce learning on the job.