Job Summary
Superbet is seeking a Customer Engagement Trainer to monitor and assess the quality of service provided by our outsourced BPO partners. This role will focus on evaluating customer service interactions, including chats, emails, and voice communications, ensuring that performance standards are met. Additionally, you will support continuous improvement initiatives and collaborate with operational managers to optimize the BPO’s customer service delivery.  

We're looking for someone with:

• Proven experience as a customer service trainer, preferably in iGaming, BPO, or tech-driven industries.
• Strong presentation and facilitation skills with the ability to engage diverse audiences. 
• Excellent communication skills in Portuguese; intermediate English proficiency is required. 
• Experience creating training materials using tools like PowerPoint, LMS platforms, or other e-learning tools. 
• Familiarity with customer service tools such as Zendesk or CRM systems is a plus. 
• Ability to analyze data and performance metrics to measure training effectiveness. 
• A proactive, adaptable, and organized individual with a passion for knowledge sharing and team development.

 What you'll be doing:

• Design, develop, and update training materials for customer engagement teams, including onboarding, product knowledge, and soft skills. 
• Facilitate engaging and impactful training sessions for new hires, existing team members, and outsourced partners. 
• Analyze training effectiveness through feedback, performance metrics, and monitoring. Continuously refine programs to address gaps and meet evolving business needs. 
• Work closely with operations managers, team leads, and quality assurance to align training initiatives with performance goals and company standards. 
• Act as a knowledge ambassador by ensuring training resources and documentation are up-to-date and accessible for all team members. 
• Stay updated on industry trends, Superbet products, and services to provide accurate and relevant training content.