Trainer

Responsibilities include but are not limited to the following:

• Facilitating training; identifying root causes of performance health of new hires onboarding; refresher training; and cross-training.
• All new hires or internally promoted trainers are expected to go through the Trainer Readiness program designed, developed, and administered by the vendor.
• Maintain proficiency in business knowledge, learning expertise, and facilitation skills per quarter.
• The Vendor Training Manager will record and share quarterly Trainer Readiness performance with the Client team.
• Underperforming trainers will be provided two attempts to achieve proficiency per quarter. Trainers that cannot meet the quarterly readiness expectations cannot facilitate/support training until they meet trainer readiness proficiency.
• The vendor will provide the Client with the documented remediation process that addresses performance gaps.
• Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials from the Client.
• Planning, design, and delivery of training sessions, including ad-hoc training, for both new and existing team members.
• Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed.
• Communicate with diverse audiences (e.g., employees, management, other sites) to provide information and clarification regarding training programs, actions, policies, procedures, and best practices.
• Ensure that training solutions are designed in a logical, structured, and clear manner, reflective of learning objectives and suited to a variety of learning styles.
• Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behaviour, and alter delivery method if necessary.
• Support stakeholders through performance consulting to qualify development and training requests.
• Maintain enablement content materials providing feedback to the curriculum design team to ensure content is up-to-date and relevant.
• Collaborate with Business Partners to ensure training content is updated and aligned with policy launches and UI updates.
• Analyze training needs and develop strategies to improve courses and training documentation.
• Conduct analysis to identify needs and recommend appropriate solutions that distinguish between training, communication, and coaching and development opportunities.
• Provide end-of-class feedback to reduce errors and improve processes.
• Ongoing readiness evaluation/procedures/enablement content; improve training effectiveness by participating in the development of new approaches, techniques, and materials.

Recommended Qualifications:

• Obtain pass score on language proficiency assessment. Expectations will be set by the Client Training Team.
• 2+ years of experience in a training role in a technical support or client care operation.
• Good knowledge of Quality/Process Improvement techniques.
• High level of energy, drive, enthusiasm, initiative, and commitment.
• Excellent communication, consulting, influencing, and interpersonal skills.
• Proven track record of collaborating with cross-functional groups to produce results.
• Passion for ensuring a world-class support experience for our community.
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams.