CX Training Analyst

About Wellhub

At Wellhub, we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company. We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.

About the Role

We are hiring an Onboarding Training Analyst to our CX Enablement team in São Paulo! The CX Training team's objective is to prepare frontline teams with the knowledge, skills, and mindset needed to provide outstanding service to our customers. For this role, we are looking for an enthusiastic and energetic individual to deliver impactful training sessions and ensure our new hires are well-equipped to succeed. You will play a vital role in the onboarding process, from delivering training to monitoring post-onboarding results and managing our training materials.

Your Impact

• Deliver Training: You will be a key presence in the classroom, delivering engaging onboarding training sessions in both English and Portuguese.
• Performance Monitoring: Ensure that our BPOs are delivering a high-quality onboarding experience by providing Train the Trainer (TTT) and Trainer Observation (TO).
• Analyze and Report on Data: Use post onboarding data to identify trends, pain points, and opportunities, then create reports with clear, actionable insights.
• Solve Root-Cause Issues: Partner with internal teams to find and solve onboarding opportunities.
• Material Management: Take care of our training materials, ensuring they are always up-to-date and effective. This includes identifying updates and improvements for course content and developing educational solutions like quick guides, role plays, and assessments.
• General Onboarding Support: Handle various tasks related to onboarding in customer experience, such as training invites, group chats, and similar day-to-day activities.
• Live the mission: Inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Who You Are

• Training Expert: 2 years + of experience in corporate education (CX being a plus).
• Adult Learning Specialist: Good understanding of learning methodologies and facilitation with a bachelor’s degree (in a related field preferred).
• Solid knowledge of Learning Management Systems (LMS) and digital tools.
• Fluent in English (advanced) with experience in global environments.
• Expert in public speaking and high-quality written/verbal communication.
• Goal-oriented with great organization and time-management skills, and a proven ability to thrive in fast-paced environments.
• Collaborative Partner: Proven ability to work both autonomously and as a team player to hit targets.