Trainer Analyst

Igs Asistencia; Guanajuato; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Salary

Statutory benefits

Ongoing training

Professional growth opportunities

Excellent work environment

Job summary

Integral Group Solution is seeking a Training Specialist to develop and elevate performance across our call center teams in Mexico City. You will lead onboarding, coaching, and ongoing development to ensure agents excel on quality and retention metrics.

On-site role with a focus on practical training delivery, content upkeep, and performance reporting. You will collaborate with clients and internal teams to design targeted improvement plans and measure impact.

Qualifications

• Bachelor’s degree in Business Administration or related field (pursuing or completed).
• At least 2 years of call center training experience.
• B2 English proficiency – conversational level.
• Experience in training, coaching, or employee development.
• Strong communication and leadership skills.
• Results-oriented mindset with focus on continuous improvement.
• Experience preparing reports and tracking performance indicators.

Responsibilities

• Deliver technical training to new hires and existing teams.
• Provide on-the-floor support and coaching to agents.
• Monitor calls and identify areas for improvement.
• Provide feedback focused on performance and quality.
• Design and implement action plans to improve results.
• Regularly assess team knowledge and performance.
• Update training content, materials, and processes.
• Prepare training and performance reports.
• Participate in sessions with clients and internal teams.

Skills

Training & coaching

Leadership

Communication

Performance improvement

English proficiency (B2)

Education

Bachelor’s degree in Business Administration or related field

Job description

INTEGRAL GROUP SOLUTION We are a multinational company operating in 25 countries, specializing in the marketing and delivery of assistance services. We stand out for our commitment to quality, innovation, and customer experience.

We are looking for talent to support the development of our teams!

Position Objective

You will be responsible for training, developing, and enhancing agents’ performance, ensuring their successful onboarding, retention, and quality within the operation.

Key Responsibilities

• Deliver technical training to new hires and existing teams
• Provide on-the-floor support and coaching to agents
• Monitor calls and identify areas for improvement
• Provide feedback focused on performance and quality
• Design and implement action plans to improve results
• Regularly assess team knowledge and performance
• Update training content, materials, and processes
• Prepare training and performance reports
• Participate in sessions with clients and internal teams

Requirements

• Bachelor’s degree in Business Administration or a related field—either currently pursuing or completed
• At least 2 years of experience in call center training
• B2 English proficiency—conversational level
• Experience in training, coaching, or employee development
• Strong communication and leadership skills
• Results-oriented mindset and focus on continuous improvement
• Experience preparing reports and tracking performance indicators

What We Offer

• Competitive Salary
• Statutory benefits
• Ongoing training
• Professional growth opportunities
• Excellent work environment

Location and Schedule

Location: Corporativo Capital Reforma, Mexico City

Work arrangement: On-site

Schedule: Monday through Friday, from 9:00 a.m. to 6:00 p.m.