Training Specialist

About the role

As a Training Specialist at Atento in Guatemala, you will design, deliver and continuously improve training programmes for new hires and existing staff. You will also support quality assurance by analysing performance data, conducting call audits and coaching agents to raise service standards.

Key responsibilities

• Facilitate engaging onboarding sessions and ensure knowledge retention for new employees.
• Assess new‑hire performance, provide feedback and coaching to close skill gaps.
• Design and implement customised training programmes that address business needs and performance gaps.
• Track training effectiveness using scorecards, assessments and follow‑ups.
• Provide refresher and up‑skilling sessions for existing agents.
• Collaborate with team leaders, QA analysts and subject‑matter experts to align training with operational goals.
• Stay current on client product updates, industry trends and new training methodologies.
• Conduct call monitoring, audits and performance evaluations to ensure quality standards.
• Analyse quality data, identify trends and recommend improvements.
• Develop and maintain QA guidelines and provide coaching to improve service delivery.

Required profile

• 1‑2 years of experience in training and development, preferably in a contact‑center or BPO environment.
• Strong ability to design and facilitate training programmes.
• Excellent verbal and written communication skills.
• Ability to work on‑site in Guatemala.

Required skills

• Familiarity with CRM platforms.
• Experience with telephony systems.
• Use of training tools and learning management systems.
• Knowledge of quality monitoring and performance tracking tools.