Trainer (Call Center)

About our company<\/span><\/b>
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Confie is the largest independent personal lines insurance
agency and broker in the United States—serving customers nationwide. In 2010,
we established our Shared Services Center in Tijuana, Baja California, creating
a world -class operation built to efficiently support our customers, drive
innovation, and develop exceptional talent. Since then, our Mexico operation
has become a vital extension of our organization, strengthening the work that
powers our U.S. business and elevating the experience of customers across all
50 states. Today, more than 1,800 team members—both on -site and remote—help
fuel our success with a focus on quality, consistency, and operational
excellence.<\/span>
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Our growth reflects a deep investment in technology,
continuous improvement, and—most importantly—our people. We foster an
inclusive, fast -paced, and collaborative culture where employees are encouraged
to grow and build long -term careers with a company shaping the future of
insurance.<\/span>
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Learn more at <\/span> class=\"font\" style=\"font -family:arial, helvetica, sans -serif, sans -serif\">
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Job overview<\/span><\/b>
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Ensure an effective training experience aligned with
business needs by facilitating the technical, operational, and cultural
development of new employees through the implementation of adult -centered
learning methodologies, performance data analysis, and continuous content
improvement.<\/span>
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The Trainer serves as a key link between training and
operations, ensuring that training programs drive the preparation, integration,
and success of ambassadors in their roles.<\/span>
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Job Responsibilities. <\/span><\/b>
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1. Report on the progress of the training group.<\/span>
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2. Audit calls, claims, and transactions of ambassadors
during the training.<\/span>
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3. Assign agents to operational supervisors upon completion
of training.<\/span>
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4. Ensure learning plans are assigned to new hires.<\/span>
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5. Submit ServiceNow tickets according to training needs.<\/span>
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6. Schedule talks and complementary sessions with other
teams or departments as part of the training.<\/span>
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7. Facilitate training sessions using andragogical
principles and effective instructional techniques.<\/span>
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8. Identify and report outdated or incorrect content to the
Development team.<\/span>
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9. Participate in departmental projects and initiatives
aimed at developing or improving training programs.<\/span>
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10. Update training materials in alignment with training
objectives.<\/span>
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11. Report performance, attendance, and participation data
to optimize the learning experience.<\/span>
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12. Provide individual and group feedback to ambassadors
based on trends and performance metrics.<\/span>
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13. Escalate any relevant situations that arise during
training to Management or support teams.<\/span>
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14. Identify and report ambassador behaviors that may
require follow -up by Management or support teams (Workforce, HR, Facilities, or
TA).<\/span>
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15. Attend departmental, Operations, or cross -functional
meetings as needed and provide complete and timely information.<\/span>
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