Training Specialist

About the role

Join the MSC Cruises Excellence Hub in Valencia as a Training Specialist. You will design and deliver onboarding and upskilling programmes for sales agents, helping them develop the commercial mindset and confidence needed to thrive in a fast‑paced, high‑performance environment.

Key responsibilities

• Deliver onboarding sessions covering MSC itineraries, pricing logic, consultative selling and CRM systems.
• Run workshops on objection handling, upsell techniques and premium customer advisory.
• Provide 1:1 coaching during the ramp‑up phase and conduct side‑by‑side observations with the Quality team.
• Track individual agent progress against NTR targets and quality benchmarks.
• Adapt training materials for different languages and experience levels, creating job aids and micro‑learning modules.
• Collaborate with Business Analysts to identify performance gaps and support 12/7 training schedules across rotating shifts.

Required profile

• Minimum 2 years of contact‑center training delivery or quality coaching experience.
• Proven success training consultative sales or complex product environments.
• Bachelor’s degree in Business, HR, Education or a related field.
• Fluent English; additional European language(s) highly advantageous.
• Full right to work in Spain and willingness to work rotating evenings and weekends.

Required skills

• CRM systems

What we offer

• Dynamic, people‑focused environment that promotes continuous learning.
• Opportunities to influence agent performance and hub success.
• Inclusive culture that values diverse perspectives.