Training Specialist

Call Center Services International; Tijuana; On-site; MXN 167,000 - 290,000; Full time

Job summary

Call Center Services International in Tijuana, BCN, is seeking a Training Specialist to design and deliver onboarding and continuous learning for bilingual customer service teams, using instructional design best practices and adult learning principles.

You will collaborate with operations, QA, and HR to identify skill gaps, update curricula, maintain training records, and support coaching initiatives to improve agent performance and customer experience on-site.

Qualifications

• Clear verbal and written communication; ability to present information to diverse audiences.
• Experience facilitating onboarding and continuous learning programs.
• Ability to create structured curricula, training materials, and assessments using adult learning principles.
• Practical experience in contact center or customer-facing environments and understanding of service quality standards.

Responsibilities

• Design onboarding and ongoing training sessions for bilingual teams.
• Develop curricula, materials, and assessments; coordinate scheduling and delivery.
• Collaborate with operations, QA, and HR to identify skill gaps and update content.
• Maintain training records and support coaching initiatives.

Skills

Communication

Training & Development

Instructional Design

Customer Service

Bilingual English/Spanish

Education

Bachelor's degree in Education, Communications, or Business

Job description

Company Description

Call Center Services International (CCSI) delivers high-performance, cost-efficient contact center solutions supported by a world-class bilingual workforce and advanced infrastructure in Mexico. The company partners with U.S. organizations to strengthen customer operations and improve service quality through scalable and reliable support models. Its Nearshore Staffing approach leverages strategic locations such as Tijuana, Guadalajara, and Mexico City to provide a culturally aligned English-Spanish talent pool for seamless collaboration. CCSI also utilizes advanced AI solutions for virtual agents, compliance monitoring, payment processing, and document processing to optimize customer interactions and workflows. The organization maintains strong security and compliance standards, including SOC 2 Type 2, PCI, HIPAA, ISO 27001:2022, and NMSDC certifications.

Role Description

The Training Specialist is a full-time, on-site role based in Tijuana, BCN, focused on developing and delivering training programs that support high-quality contact center operations. In this role, the Training Specialist designs and facilitates onboarding and continuous learning sessions for bilingual customer service teams, using instructional design best practices and adult learning methodologies. Responsibilities include creating training materials and curricula, scheduling and conducting classroom and floor training, and assessing learning outcomes through evaluations, observations, and performance data. The Training Specialist collaborates with operations leaders, quality assurance, and HR to identify skill gaps, update training content, and align programs with client requirements, compliance standards, and evolving business needs. Additional tasks include maintaining training records, supporting coaching initiatives, and contributing to process improvements that enhance agent performance and customer experience.

Qualifications

• Candidates should possess strong Communication skills, including clear verbal and written communication and the ability to present information effectively to diverse audiences.
• Candidates should possess Training & Development and Training skills, with experience facilitating group sessions, conducting workshops, and managing onboarding and continuous learning programs.
• Candidates should possess Instructional Design skills, including the ability to create structured curricula, training materials, and assessments using adult learning principles.
• Candidates should possess Customer Service skills, with practical experience in contact center or customer-facing environments and an understanding of service quality standards.
• Additional beneficial qualifications include bilingual proficiency in English and Spanish, familiarity with call center technologies and KPIs, and experience in nearshore or multinational environments.
• A bachelor's degree in Education, Communications, Business, or a related field (or equivalent practical experience) is preferred, along with strong organizational skills and the ability to work effectively in a fast-paced, on-site operation.