Trainer

GLOBAL CUSTOMER CARE TRAINER

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You'll Do

A successful GLOBAL CUSTOMER CARE TRAINER will play a key role in developing people, creating engaging learning experiences, and shaping operational excellence. We’re looking for a dynamic trainer who thrives in a fast‑paced, collaborative environment and is excited about making a measurable impact. In this role, you will be performing essential functions for our company by educating new and existing employees on how to effectively perform their jobs. The position requires knowledge in the design of instruction for both on-site instructor led and distance learning classes.

Responsibilities:

• Keep up to date with the latest discoveries in customer service training techniques to better educate the workforce and keep the employees up to date on pertinent information
• Ensure that all employees have a thorough understanding of the program they are supporting to effectively carry out their responsibilities and achieve our client's goals
• Conduct ongoing client and candidate care training for all skill levels, including new hire, refresher, and remedial training sessions
• Deliver soft skills training to groups of company employees globally via in-person classroom training and web-based/virtual-classroom deliver
• Work closely with management to define and analyze training needs
• Help design effective content applying adult learning theory
• Prepare hard/soft copy training materials and presentations for employees and with the approval of management
• Create monitoring strategies to ensure that employees are performing job duties according to training
• Enhance agent’s skills on communication, soft skills, and process and compliance parameters
• Preparing training material

What You Will Need to be Successful:

• Bachelor’s degree in Business or equivalent
• Preferably 2+ years of experience in account management or client success roles
• Minimum of 5 years working experience

What You May Need to be Successful:

• Highly developed consultative account management skills.
• Negotiating and deal closing skills.
• Able to communicate concepts effectively to all levels including to senior executives.
• Able to collaborate and present account strategy to internal stakeholders to align and garner support on the proposed strategy.
• Able to demonstrate effective time management and task prioritization under pressure.
• Strong leadership skills, result-oriented and ability to drive for business growth.
• Independent, self-initiated, results oriented.
• Superior problem-solving skills dealing internally and externally.
• Excellent presentation and communication skills.
• Driven by success.
• Embraces a hands-on approach and leads by example.
• Willing to take ownership and responsibility for issues and conflict resolution.
• Proven experience working within or managing accounts for multinational corporations (MNCs).
• Strong understanding of MNC structures, communication protocols, and escalation matrices.
• Exceptional interpersonal and communication skills, with experience engaging and influencing C-level executives across countries and cultures.
• High degree of problem-solving ability and strategic thinking.
• Comfortable managing priorities across APAC, and occasionally engaging with stakeholders from EMEA, US, and LATAM.
• Preferably has prior regional exposure; if not, must be willing and comfortable collaborating with diverse internal and external stakeholders across regions (APAC primarily, with occasional collaboration across EMEA, US, and LATAM).

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

Additional benefits offered include:

• Competitive Salary Package
• HMO Benefits
• Free mental health consultation
• Hybrid work set up

Please note that a valid NBI clearance is required for external candidates. External candidates must ensure it is available as soon as possible to avoid delays in the hiring process. This requirement does not apply to internal (IJP) candidates.

What Are You Waiting For? Apply Today!

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

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We have great people here and are looking for more. Come join us!

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.