BPO Trainer

Company Description DASH BPO, LLC is a global business process outsourcing company specializing in best-in-class first party solutions for its strategic partners. The organization provides services across Customer Care, Sales, Collections, Quality Assurance, Verification, and Technical Support. DASH BPO operates as an extension of its clients’ brands, focusing on brand protection and superior customer experiences. The company values true partnership, aligning its performance and standards with client goals. “Your Success is Our Business” reflects its commitment to creating measurable, long-term value for clients and their customers.Role Description The BPO Trainer is a full-time, on-site role based in Panamá District, responsible for delivering effective training programs to new hires and existing team members across customer care, sales, and support processes. This role designs and updates training materials, including manuals, presentations, and job aids, to reflect current procedures, client requirements, and quality standards. The Trainer conducts classroom and floor training sessions, facilitates role plays and simulations, and monitors training progress through assessments and coaching. Daily responsibilities include tracking training metrics, providing feedback to trainees and operations leaders, and collaborating with quality assurance and management to address performance gaps. The role also supports continuous improvement initiatives by recommending enhancements to training content and methods in alignment with client expectations and company policies.QualificationsStrong facilitation and presentation skills, with the ability to lead classroom and on-the-job training sessions for diverse learner groups.Experience in BPO operations (customer care, sales, collections, or technical support) and familiarity with contact center workflows and KPIs.Proficiency in creating and updating training materials, including manuals, slide decks, and e-learning content.Solid communication skills in English and Spanish, including clear verbal communication and professional business writing.Ability to coach, mentor, and provide constructive feedback to help team members meet performance and quality standards.Strong organizational and time-management abilities to handle multiple training batches, schedules, and administrative tasks.Comfort with using computers, learning management systems, and common contact center tools for training delivery and reporting.Prior experience as a trainer, team lead, or subject matter expert in a BPO or contact center environment is highly beneficial.Diploma or degree in Business, Communications, Education, or a related field, or equivalent relevant experience.Demonstrated commitment to creating an inclusive, equitable learning environment and supporting diverse team members.