Bilingual Trainer – Call Center (Portuguese/English)

About the role

The Bilingual Trainer will deliver technical, behavioral and process training to new and existing call‑center agents, ensuring they have the skills to provide excellent customer service. This full‑time, remote position requires fluency in Portuguese and English and the ability to facilitate engaging learning sessions.

Key responsibilities

• Conduct onboarding and refresher training for customer‑service teams.
• Facilitate bilingual (PT/EN) sessions on products, policies, tools, procedures, quality standards and customer experience.
• Administer knowledge assessments, practical simulations and engagement activities.
• Prepare performance reports and present results to leadership.
• Update training materials in collaboration with Quality and Operations teams.
• Support new agents during the nesting period with structured feedback.
• Identify improvement opportunities and propose enhancements to training processes.
• Assist in developing learning paths and instructional assets such as presentations, job aids and e‑learning modules.
• Monitor training KPIs including effectiveness, adherence and learning curve.

Required profile

• High school diploma (Bachelor’s degree preferred).
• Fluent in written and spoken English and Portuguese.
• Previous experience in a call‑center, training, quality or related function.
• Strong verbal and written communication skills.
• Ability to manage classrooms and facilitate learning for diverse audiences.

Required skills

• PowerPoint
• Excel
• Microsoft Teams or Zoom
• LMS platforms

What we offer

• Salary of R$ 6,157 plus a daily meal voucher (R$ 16.56).
• Medical and dental insurance, life insurance and childcare assistance.
• Growth opportunities and a dynamic, casual work environment.
• Partnerships with universities and language schools.
• Fully remote work, Monday‑Friday, 9 am‑6 pm.