Analista de Treinamento CS

In this role, you will…

• Be responsible for all Customer Success frontline, technical support and backoffice training for new and existing employees.
• Be focal point to connect CS and Other areas to create processes to be deployed to CS team.
• Prepare Tips & Training sessions to attack inputs brought from QA Analysis and VoC.
• Present to leadership the main insights and action plan to solve hard and softskills issue identified under CS operation.
• Coordinate Nesting sessions.
• Automate training content and create new ways to ensure all CS is aligned with new instructions.
• Prepare, schedule and deliver training plans for new hires.
• Prepare, schedule and deliver refresher training for existing employees.
• Ensure that newly hired agents are properly equipped and motivated to make a meaningful contribution to the business.
• Be responsible for delivering training solutions to agreed KPIs to ensure all targets are met and continuous improvements are made.
• Produce any course materials and other documents, such as notes, handouts, manuals and exercises, that are required to ensure the delivery of high quality training courses.
• Keep records of progress, attendance and so on.
• Prepare the learning environment and resources, including the installation of equipment, ensuring that company training facilities and associated training resources are properly maintained, meeting best practice standards and compliance with Health and Safety requirements.
• Review all course evaluation feedback and the effectiveness of training and course outcomes; and identify areas for improvement.
• Take responsibility for the maintenance of any hardware and software used for training purposes and recommend repairs and upgrades to management when appropriate.

For this role, you'll need...

• Bachelor's degree or equivalent experience preferred.
• Minimum two years experience in the training role.
• Passion for delivering a unique training experience to employees.
• Ability to identify customer-focused solutions and problem solving.
• Affinity for technology, agile thinking and ability to always be learning.
• Knowledge of MS Office package.
• Knowledge of CRM tools desirable.
• Native Portuguese and advanced level of English are a must, Intermediate Spanish is a plus

Junte-se a nós!
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About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.