Trainer - Remote in Milton Keynes

Responsibilities include:

• Facilitating training and identifying root causes of performance health for new hires during on-boarding.
• Providing refresher training and cross-training.
• Ensuring all new hires or internally promoted trainers complete the Trainer Readiness program designed, developed, and administered by the vendor.
• Maintaining proficiency in business knowledge, learning expertise, and facilitation skills per quarter.
• Recording and sharing quarterly Trainer Readiness performance with the Client team.
• Providing underperforming trainers with two attempts to achieve proficiency per quarter; those who cannot meet quarterly readiness expectations cannot facilitate/support training until they meet trainer readiness proficiency.
• Receiving documented remediation processes from the vendor that address performance gaps.
• Attending and participating in all T3s (train-the-trainer) sessions for updated and new materials from the Client.
• Planning, designing, and delivering training sessions, including ad-hoc training, for both new and existing team members.
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers, ensuring corrective action when needed.
• Communicating with diverse audiences (e.g., employees, management, other sites) to provide information and clarification regarding training programs, actions, policies, procedures, and best practices.
• Flagging discrepancies in the material to the Client Training Team.
• Ensuring training solutions are designed logically, structured clearly, reflective of learning objectives, and suited to various learning styles.
• Managing participation during training delivery to ensure maximum contribution, testing for understanding, and observing behaviour to alter delivery methods if necessary.
• Supporting stakeholders through performance consulting to qualify development and training requests.
• Maintaining enablement content materials and providing feedback to the curriculum design team to ensure content is up-to-date and relevant.
• Collaborating with Business Partners to ensure training content is updated and aligned with policy launches and UI updates.
• Analysing training needs and developing strategies to improve courses and training documentation.
• Conducting analyses to identify needs and recommending appropriate solutions that distinguish between training, communication, and coaching and development opportunities.
• Providing end-of-class feedback to reduce errors and improve processes.
• Participating in ongoing readiness evaluation/procedures/enablement content to improve training effectiveness by developing new approaches, techniques, and materials.
• Obtaining a pass score on the language proficiency assessment, with expectations set by the Client Training Team.

Qualifications:

• 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.