DMA Training Specialist

DMA Training Specialist

hlpy, born in 2020, is a tech road assistance company founded by a group of visionaries who quickly understood the needs of many global customers. They developed a digital and modern solution that has revolutionized the sector.

Our dream started in Italy, has expanded to France, Spain and Germany. This dream is growing continuously, and we are on a mission to expand in other markets soon. Our business offers a B2B2C model aimed at all automotive sectors (insurance companies, car manufacturers, rental companies, mobility providers, etc.).

As our team starts to take shape globally, our growth ambitions and market demand mean we are at the forefront of being a major player in the sector. For this reason, we are actively seeking a highly motivated Trainer to join our global team, responsible for onboarding and continuously upskilling our Digital Monitoring Agent population, ensuring everyone operates with the same quality standards, knowledge, and confidence in their day-by-day activities.

Responsibilities

• Design, organise, and deliver training programs for the entire DMA population, covering onboarding for new hires and continuous refresher sessions for existing team members.
• Translate operational processes and procedures into clear, practical, and easy-to-follow training content for day-by-day activities.
• Deliver training sessions using different formats (classroom, on-the-job coaching, remote sessions) based on the audience and content.
• Monitor and evaluate training effectiveness, identifying knowledge gaps and adjusting content accordingly.
• Create and maintain up-to-date training materials, guidelines, and documentation, aligned with process changes and product updates.
• Provide ongoing coaching and constructive feedback to team members, supporting their growth and performance.
• Collaborate closely with Team Leaders and Coordinators to identify training needs and align on performance and quality standards.
• Track and report on training KPIs (e.g. completion rates, quality scores post-training, time to competency).
• Act as a reference point for best practices, fostering a culture of continuous learning within the DMA team.

Requirements

• Previous experience in training, coaching, or a similar role, ideally within customer service or operations environments.
• Strong relational and communication skills, with the ability to engage, motivate, and build trust with different profiles and seniority levels.
• Patience, empathy, and active listening skills, with a genuine interest in people's growth.
• Ability to simplify complex processes and adapt communication style to the audience.
• Strong organisational skills, with the ability to manage multiple training sessions and priorities.
• Fluent in French; good knowledge of English.
• Previous experience in operations and/or customer service is a plus.
• Familiarity with training tools/LMS platforms is a plus.

Extra information

This role may require occasional flexibility to accommodate training sessions across different shifts, in order to reach the entire DMA population.

Ready to make an impact? We'd love to hear from you 🚀