Training Instructor

Description

Job Summary: We are seeking passionate individuals dedicated to team training to train, monitor, and provide feedback to telephone account managers—enhancing performance and ensuring regulatory compliance. Key Highlights: 1. Training and development of telephone account managers 2. Performance analysis and continuous improvement 3. Interdepartmental collaboration for a comprehensive approach A leading technology-driven financial institution is looking for talent like yours! Due to growth, we require: ***Training and Quality*** We are seeking 2 individuals passionate about team training, with experience in developing telephone account managers and strong analytical capabilities. You will be responsible for training, monitoring, and providing feedback to the Collections and Customer Service teams, aiming to improve performance, standardize best practices, and ensure compliance with Kaby’s regulatory and operational guidelines. **Key Responsibilities:** * Design and deliver initial and ongoing training for telephone account managers (onboarding, collection techniques, CONDUSEF regulations, handling objections, CRM, etc.). * Continuously monitor calls to assess service quality and protocol adherence. * Deliver effective, structured, and KPI-based feedback focused on improving productivity and customer experience. * Develop personalized improvement plans for underperforming account managers. * Analyze individual and group performance statistics. * Design reports and dashboards to track training and coaching outcomes. * Ensure alignment of messaging and scripts with Kaby’s collection strategies. * Coordinate periodic role-playing sessions and hands-on training. * Collaborate with Operations, Compliance, and Risk departments to ensure a comprehensive approach. **Requirements:** * Minimum 2 years’ experience in training, quality assurance, or coaching within call centers—preferably in collections. * Knowledge of adult learning tools and methodologies. * Advanced Excel proficiency (pivot tables, statistical formulas, dashboards). * Experience generating statistical and tracking reports. * Strong analytical skills and results orientation. * Familiarity with responsible collection standards and practices (CONDUSEF). * Ability to communicate clearly and build trust. * Proactive attitude, leadership capability, and commitment to continuous improvement. **Desirable:** * Prior experience training collections teams for digital financial products or fintech companies. * Knowledge of tools such as Power BI, Tableau, or e-learning platforms. * Experience working with CRM systems and call recording platforms. * Age: 25–40 years. * Gender: Unrestricted. **What We Offer:** * Competitive salary based on experience. * Punctuality bonus. * Statutory benefits from day one. * Food vouchers. * Direct employment contract with the company. * Indefinite-term contract. * Career development plan. **Location:** Av. Horacio 340, Polanco, Polanco V Secc, Miguel Hidalgo, 11510 Ciudad de México, CDMX If you meet the requirements and are interested in joining our team, apply through this channel and we will contact you shortly. Employment Type: Full-time Salary: $14,000.00 per month Benefits: * Option for indefinite-term contract * Employee referral program * Food vouchers Workplace: On-site