Trainer in Cardiff

Responsibilities

Responsibilities to include but not be limited to the following:

• Facilitate training; identify root causes of performance gaps during new-hire onboarding, provide refresher training, and conduct cross-training.
• Ensure all new hires or internally promoted trainers go through the Trainer Readiness program designed, developed and administered by the vendor.
• Maintain proficiency in business knowledge, learning expertise, and facilitation skills on a quarterly basis.
• Vendor Training Manager will record and share quarterly Trainer Readiness performance with the Client team.
• Underperforming trainers have two attempts per quarter to achieve proficiency; trainers who do not meet quarterly readiness are not allowed to facilitate training until proficiency is achieved. The vendor will provide the documented remediation process addressing performance gaps.
• Attend and participate in all T3s (train-the-trainer) sessions for updated and new Client materials. Depending on the session, methods for completing T3 will be determined by the Client Training Team, including but not limited to: (a) taking the course as a learner; (b) co-delivering the course with a tenured instructor; (c) preparing pre-read materials; (d) attending a virtual coaching session.
• Plan, design and deliver 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.
• Flag discrepancies in the training material to the Client Training Team.
• Ensure 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 maximize contribution, test for understanding, observe behavior and adjust delivery method as necessary.
• Support stakeholders through performance consulting to qualify development and training requests.
• Maintain enablement content materials and provide 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 distinguishing between training, communication, coaching and development opportunities.
• Provide end-of-class feedback to reduce errors and improve processes.
• Ongoing readiness evaluation/procedures/enablement content; contribute to improving training effectiveness by participating in development of new approaches, techniques, and materials.
• Obtain pass score on language proficiency assessment. Expectations will be set by 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.