CX Training Architect: Elevate Agent Excellence

Addi; Bogotá ciudad; On-site; COP 36,000,000 - 60,000,000; Full time

Job summary

Addi Colombia seeks an experienced Training Designer to empower the Operations team with impactful programs that improve customer experiences and operational excellence. You will design, deliver, and continuously refine training aligned with evolving business needs.

Lead onboarding, product knowledge, and process modules; create engaging content (videos, e-learning, simulations); measure impact with CSAT and other metrics, and drive coaching initiatives based on data to uplift performance across

Qualifications

• Demonstrates a strong understanding of adult learning theories and applies them to design training programs.
• Experience creating engaging training content using formats such as e-learning modules, videos, interactive exercises, and presentations with authoring tools.
• Ability to develop comprehensive training plans and learning paths aligned with business objectives and performance goals.

Responsibilities

• Significantly improve agent performance metrics by increasing CSAT through targeted training.
• Enhance satisfaction scores across all delivered programs based on participant feedback.
• Develop comprehensive training materials covering onboarding, product knowledge, and processes.
• Increase knowledge retention via post-training assessments and practical application.
• Drive continuous improvement through coaching initiatives and data-driven training refinements.

Skills

Adult learning theory

Content development

E-learning authoring

Learning paths design

Tools

Articulate Storyline

Camtasia

Google Slides

Job description

Addi Colombia seeks an experienced Training Designer to empower the Operations team with impactful programs that improve customer experiences and operational excellence. You will design, deliver, and continuously refine training aligned with evolving business needs.

Lead onboarding, product knowledge, and process modules; create engaging content (videos, e-learning, simulations); measure impact with CSAT and other metrics, and drive coaching initiatives based on data to uplift performance across