Global Customer Care Trainer

About the role

First Advantage is seeking a Global Customer Care Trainer to design, deliver, and continuously improve learning experiences for its worldwide workforce. The trainer will educate new hires and existing staff on customer service best practices, soft‑skill techniques, and compliance standards, supporting the company’s mission to provide mission‑critical background screening solutions.

Key responsibilities

• Stay current with emerging customer service training methodologies and integrate them into curricula.
• Deliver instructor‑led and virtual classroom sessions for all skill levels, including onboarding, refresher, and remedial training.
• Collaborate with management to assess training needs and develop content based on adult learning theory.
• Create and maintain hard‑copy and digital training materials, presentations, and assessments.
• Implement monitoring strategies to ensure trainees apply learned skills on the job.
• Enhance agents’ communication, soft‑skill, and compliance capabilities.

Required profile

• Bachelor’s degree in Business or a related field.
• Minimum of 5 years of professional experience, with at least 2 years in account management or client success.
• Proven ability to design and deliver both on‑site and distance learning programs.

Required skills

• Instructional design principles.
• Adult learning theory application.
• Facilitation of in‑person and virtual classroom environments.