Call Center Trainer (Bilingual) (Ciudad Juárez)

**About the Role**The Trainer
- US Banking Process is a frontline learning delivery role embedded within the FSL Banking CC Training Operations team.This role is responsible for delivering structured, high-quality training across the full new hire lifecycle — from Pre-Process Training (PPT) through Client Process Training (PRT) and ABAY / On-the Job Training (OJT) ensuring every agent is thoroughly prepared before going live in a US banking queue. **Key Responsibilities**- Deliver the standard 5-day Pre-Process Training (PPT) module for all new hire batches, covering company induction, US banking fundamentals, Voice & Accent (VnA), systems orientation, and the PPT end assessment.
- Facilitate Client Process Training (PRT) for assigned queues (duration 2-22 days depending on queue complexity), covering queue-specific SOPs, product knowledge, system navigation, and scenario-based role-play.
- Support agents through the 3-week ABAY / OJT phase — including live call facilitation, daily coaching debriefs, structured feedback, and performance tracking through to certification.
- Administer PRT assessments (30 questions from a 50-question pool, 85% pass threshold, maximum 2 attempts) and maintain accurate scoring and certification records.
- Conduct ABAY quality audits as necessary, ensuring a minimum 85% quality threshold per audit. **Qualifications**- Maintain personal trainer accreditation in line with the FSL and the Client Trainer Evaluation framework —targeting a score of 2.5+ (T3) through to 3.0+ (tenured T4) as applicable to tier.
- Record and upload at least one complete module recording per class to the designated Client Shared Folder for quality review and evaluation.
- Actively participate in Train-the-Trainer (TTT) sessions, co-delivery sessions with T4 trainers, and team calibration exercises.
- Contribute to a culture of continuous improvement- 2-5 years of experience in Training delivery within a BPO or Contact Centre environment, with at least 1 year in a US Banking or BFSI process.
- Demonstrated experience delivering new hire training end-to-end — including PPT, process training, and OJT/nesting facilitation — within a structured certification framework.
- Hands-on experience conducting quality audits and providing structured coaching feedback to agents in a classroom or floor setting.
- Familiarity with US banking products such as prepaid cards, demand deposit accounts, BaaS platforms, or dispute management is a strong advantage.
- Experience facilitating Voice & Accent (VnA) or communication skills modules for US customer-facing roles is desirable.
- Graduate degree in any discipline.A certification in Training & Development, L&D;, or a related field is an advantage but not mandatory. **Shift**- Adaptable US Shift Timings
- 8 AM
- 8 PM ESTPay: $20,******
- $23,****** per monthWork Location: In person Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uo1o0