Analista de Treinamento Global de CX

THE OPPORTUNITY

We are hiring a CX Global Training Analyst to our Business Transformation team in Brazil!

The objective of the CX Training team is to ensure that the frontline teams are prepared (with knowledge, skills and mindsets) to provide the best service to our customers, for that, we're seeking an energetic and enthusiastic individual to deliver our best trainings to our frontline teams across Brazil, Latam, the United States, and Europe. You'll play a vital role in ensuring these teams are equipped to provide exceptional service to our customers by delivering engaging and impactful training sessions.

YOUR IMPACT

• Deliver engaging training sessions in English & Portuguese.
• Translate requirements into training that will guide employees in their current role. Performs TNA, scoping, learning project planning and execution/deployment.
• Design and develop online training materials (VILC or ILC) by applying adult learning concepts and methodologies.
• Use existing knowledge combined with analytical skills to identify updates and improvements on course content.
• Develop educational solutions including quick guides, roles plays and assessments in different formats specific to the area/need.
• Create reports and presentations about your activities to stakeholders and the direct leader.
• Supports course development for complex projects by providing subject matter expertise for Instructional Designers.
• Work with a global team (must be available to work extra hours, shift hours or in other training locations as needed to support the global team and/or stakeholders).
• Maintain classroom facilities, training center and equipment and ensure learning materials necessary for the class are available.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.

WHO YOU ARE

• Home office for residents outside São Paulo.
• Hybrid model for residents in São Paulo.
• Previous working experience in Training.
• Bachelor’s degree (in related field preferred).
• Strong understanding of adult learning and facilitation methodologies.
• Experience in learning management systems (LMS).
• Experience with Customer Experience (in a tech company is a plus).
• Advanced English skills (mandatory). You will be tested.
• Excellent verbal and written communication skills.
• Strong presentation skills.
• Ability to execute within timelines, under conditions of multiple deadlines and changing priorities.
• Excellent organizational and time management skills.
• Strong attention to detail, highly self-driven and results oriented.
• Project Management skills.
• Proficient with Microsoft Powerpoint, Pacote office and Google Slides.
• Spanish is a plus.