Call Center Trainer

Resolv Global; Pachuca; Remote; MXN 136,000 - 194,000; Full time

Benefits offered by this job

Paid training

Remote work from Mexico

Job summary

Resolv Global is seeking experienced Trainers to join our growing, fully remote healthcare BPO supporting a US-based program. The role focuses on engaging learners, explaining processes clearly, and preparing representatives to perform confidently in a live healthcare environment.

You will deliver virtual training, assess understanding, and provide coaching. This role requires bilingual English/Spanish, US business hours, and a disciplined remote setup.

Qualifications

• Experience delivering training to customer service teams in a BPO context.
• Healthcare/customer experience training background ideal.
• Ability to train remotely using virtual platforms.

Responsibilities

• Deliver engaging training sessions to new hires.
• Facilitate virtual trainings with professionalism.
• Explain processes and system expectations clearly to learners.
• Use varied teaching methods for different learning styles.
• Monitor understanding and identify gaps, providing feedback.
• Summarize learner progress and maintain training records.
• Support transition from training to production.
• Collaborate with team leads to ensure readiness.

Skills

Training delivery

BPO experience

Remote work

Bilingual (EN/ES)

Tools

Microsoft Teams

Office 365

Job description

We are looking for experienced Trainers to join a growing, fully remote healthcare BPO operation supporting a US-based program.

This role is ideal for experienced professionals who understand that great training is about more than simply presenting information. We're looking for trainers who can engage learners, explain processes clearly, identify knowledge gaps, and prepare customer experience representatives to perform confidently in a live healthcare environment.

You should be comfortable working with technology, delivering training virtually, and communicating complex information in a clear and easy-to-understand way.

You must also be comfortable working U.S. business hours and communicating at a very high level in both English and Spanish.

What You'll Do

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions in a professional and engaging manner
• Explain processes, procedures, systems, and customer service expectations clearly
• Use different teaching approaches to accommodate different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching throughout training
• Support learners who require additional guidance
• Help prepare new hires for the transition from training into production
• Work closely with Team Leads and other leadership members to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

Compensation & Work Setup

• $6.50 USD per hour
• 100% remote from México
• Paid weekly in arrears
• Paid training

Technical Requirements (Essential)

To be considered, candidates must meet all technical requirements below:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired connection (Ethernet cable)
• Backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• One-Way Video Interview
• Live Interview
• Final Interview

Important

• This is an English-speaking role that requires strong written and verbal English communication skills.
• All resumes must be submitted in English to be considered for the position.
• This role is only available to Mexican nationals currently residing in México.

What We're Looking For

Required:

• Previous BPO/contact center training experience
• Healthcare/medical customer experience is essential
• Previous experience delivering training to customer service/contact center teams
• At least 1 year of previous remote work experience
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong presentation and communication skills
• Confident delivering training virtually
• Tech-savvy and comfortable learning new systems and platforms
• Strong organizational skills and attention to detail
• Patient, approachable, and able to coach different types of learners
• Strong team-player mentality
• Comfortable working U.S. business hours
• Available to start immediately
• Reliable computer, internet connection, headset, and suitable remote workspace
• Comfortable working as an Independent Contractor