Virtual Training Specialist
hace 1 mes
Kea is a pioneering company revolutionizing the way restaurants operate, having secured $29 million in funding from prominent Silicon Valley investors. Our mission is to empower restaurants to own their relationships with customers by driving intelligent commerce.
We are building a team that shares our passion for innovation and customer-centricity. Our values of compassion, transparency, and open communication guide our actions, and we welcome diverse perspectives and abilities.
Job OverviewWe seek a skilled Virtual Trainer to join our remote Operations team. As a key player, you will equip agents with the knowledge, skills, and tools needed to deliver exceptional customer service and achieve performance goals in a virtual environment.
Your role will contribute significantly to the success and efficiency of our operations and the overall customer experience. You will split your time between independent work and collaboration with other Operations team members.
ResponsibilitiesThis is what your day-to-day looks like:
- Conduct comprehensive remote training sessions for new hires and existing employees using Zoom, including orientation sessions to familiarize them with our organizational culture, values, and expectations.
- Facilitate interactive and engaging training sessions to enhance agent skills based on kea policies, brand procedures, and essential technology tools needed for their roles.
- Provide constructive feedback and coaching to agents during and after training sessions to ensure skill development and performance improvement.
- Monitor and evaluate trainee performance through assessments, quizzes, and mock calls.
- Collaborate with Workforce Management and Quality Control teams to identify training needs and gaps.
- Ensure training activities are completed and properly documented by maintaining accurate records.
- Prepare and assist with maintaining internal reports and dashboards to track training effectiveness.
To be successful in this role, you should have:
- 1+ years of Training experience
- 1+ years experience working at a BPO/Call Center
- The ability to thrive in a fast-changing environment and juggle multiple tasks within tight deadlines.
- You're accountable and independent, self-directed, and take pride in your work.
- Strong Google Sheets/Excel knowledge is necessary.
- Strong written and verbal communication in English is required.
- Bilingual (English/Spanish) is a bonus.
- Experience in a startup company is a plus.
- Flexible/open availability, with a minimum of 20-30 hours per week, spread across 4-5 hours per day, between 8am PST and 8pm PST, including weekends.
As a Virtual Trainer at Kea, you'll enjoy:
- A generous stock option plan.
- Unlimited PTO.
- The opportunity to work fully remotely from LATAM or Asia.
- The chance to 'wear lots of hats' and accelerate your career.
- Ownership, responsibility, and empowerment in what you do.
- Incredible teammates and a caring workplace culture.
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