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February 19, 2024 | Costa Rica

Position Description

The training department is looking for someone with supervision skills, responsible for Call Center Basics Training (SERVICEFIRST Core), Product Basics Training, and Compliance Training for newly hired reps. The Trainer position requires an identification of training needs and designs performance improvement interventions, including but not limited to:

  1. NH Refresher
  2. Training interventions
  3. Trainer Assistant
  4. NH assistant
  5. Meetings
  6. Huddles
  7. Teaching
  8. Call Handling and Assistance
  9. Constant communication with the Training Director, Manager, and Trainers.


Some related tasks:


  1. The Production of reports and completion of new projects and data will be required.
  2. Production of training materials with supervision of Training Manger, including but not limited to:
  1. Handouts
  2. Assessments
  3. Surveys
  4. Completion of Grade books
  • Delivery of classroom training.
  • Identification of learners who require additional support by monitoring learners’ progress through training, including the training nesting experience.
  • Identification improvements to training materials by monitoring trainees’ quality and agent’s performance with supervision of training manager feedback.
  • Fulfillment of all Training Department Standard Operating Procedures and Guidance Documents. 
  • Disposition for Over Time when required.

Key Responsibilities 

  1. Delivers classroom training learning experiences.
  2. Adheres to Training Department SOPs for training delivery, evaluation, and training records.
  3. Participates Training Department meetings and completes developmental assignments.
  4. Contributes to the Training Development when required.
  5. Uses technology to manage employee training records, administer assessments and surveys.
  6. While there is no training, s/he compromises to act as a mentor and floor support in order to make sure the agents are producing loans.
  7. Perfect attendance and participation in every Training class schedule.
  8. Other tasks may be assigned as deemed necessary by the management.





  1. 2 years –Training development and delivery experience.
  2. Extreme Discipline and Ethics.


Minimum Requirements:


  1. High Product Knowledge
  2. Teaching Experience

Critical Skills:

  1. Teaching skills
  2. Classroom Training Delivery
  3. Classroom Management
  4. Time Management
  5. Adult Learning Principles
  6. Training Program Evaluation
  7. Presentation and Verbal Communication
  8. Written Communication
  9. Open to Feedback
  10. Strong and professional personality
  11. Extreme responsibility
  12. Extreme commitment to the challenge

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