Training Specialist (BOG)

Position Summary:

Horatio is looking for a highly energetic and results-driven Training Specialist with advanced English to join our amazing team in Bogota, Colombia. The right person will be comfortable in an "all hands on deck" environment, loves solving people's problems, and can thrive in a fast-paced startup culture. Our ideal candidate is someone who enjoys and excels at creating quality assurance processes, communicating with customers, and creating a best-in-class experience for them. 

This candidate will play a key role in supporting Horatio’s rapid growth by delivering solutions to improve our training process and communicating insights to Senior Management. This role is ideal for a driven problem-solver with exceptional people skills seeking to make an impact at a fast-growing start-up.
 

Responsibilities:

• Take a service and solution-oriented approach to all interactions, using strong judgment to balance, and being policy-driven to make it right for the customer.
• Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer.
• Learn systems and processes quickly and push the boundaries in customer service while also becoming an expert on our client’s products, website, and brand.
• Recommend product improvements based on customer feedback, using both qualitative stories and quantified data.
• Liaise cross-departmentally between Customer Experience, Operations, Marketing, and Product teams.
• Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for your team.

Required Skills/Abilities:

• Ability to communicate in English clearly, confidently, and enthusiastically 
• Strong judgment and service- and solution-oriented approach
• Evaluate associates interactions to identify areas of improvement
• Provide coaching to associates about areas of improvement identified
• Train new associates and improve the training program
• Ensure adherence to client KPIs and metrics
• General tech-savviness
• Someone affable and adaptable with a positive attitude!
• Ability to act independently
• Ability to display flexibility, creativity, and develop innovative solutions
• Ability to be a team player

Education and Experience:

• 1+ years in training in customer service or a service-oriented role (at a startup is a major plus, e-commerce is even better).
• Senior college student in Business Administration, Marketing, Statistics, or related fields.
• Advanced English proficiency.
• Experience in BPO is required.
• Experience in the healthcare industry (preferred)