Your Impact Training Delivery
Conduct onboarding programs covering MSC itineraries, pricing logic, consultative selling, CRM systems
Deliver upskilling workshops on objection handling, upsell techniques, premium customer advisory
Agent Coaching and Development
Provide 1:1 coaching and skill practice for new hires during ramp-up phase
Conduct side-by-side observations and call calibrations with Quality team feedback and Business Analyst
Track individual agent progress against NTR targets and quality benchmarks
Content and Materials
Adapt training materials for different languages and agent experience levels
Create supporting job aids, quick reference guides, and microlearning modules
Maintain up-to-date MSC product knowledge and competitive positioning
Performance Support
Collaborate with Business Analysts to understand performance gaps and training needs
Support 12/7 training schedules across rotating shifts as needed
Contribute to training effectiveness measurement and continuous improvement
Your Journey so far Essential Experience & Skills 2+ years contact center training delivery or quality coaching experience
Proven success training consultative sales or complex product environments
Experience with high-volume B2C sales operations preferred
Education Bachelor's degree in Business, HR, Education, or related field
Key Competences Dynamic training delivery with excellent presentation and facilitation skills
Strong coaching approach focused on behavioral change and performance improvement
Quick product mastery and ability to simplify complex information
Collaborative team player comfortable in fast-paced hub environment
Your Essentials Fluent English required; additional European language(s) strongly advantageous
Full right to work in Spain
Comfortable working in rotating shifts
Working Hours: Availability to work rotating shifts, including evenings and weekends (opening office 12/7)
Location: Valencia, Spain
Our commitment We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
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