Trainer

Responsibilities to include but not be limited to the following

1. Responsible for facilitating training; identifying root cause of performance health of new hires on-boarding; refresher training; and cross-training.
2. All new hires or internally promoted trainers are expected to go through the Trainer Readiness program design, develop and administer by the vendor.

• Trainer must maintain proficiency in business knowledge, learning expertise, and facilitation skills per quarter.

1. Vendor Training Manager will record and share quarterly Trainer Readiness performance with the Client team.
2. Underperforming trainers will be provided two (2) attempts to achieve proficiency per quarter.
3. Trainers that cannot meet the quarterly readiness expectations cannot facilitate / support training until they meet trainer readiness proficiency. Vendor will provide Client the documented remediation process that addresses performance gaps.

• Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials from Client. Depending on the session, methods for completing T3 will be determined by the Client Training Team. This may include, but not limited to: (1) taking the course as a learner, and (2) co-delivering the course with a tenured instructor (Client or vendor) and pass a Training QA on the material; (1) preparing pre-read materials, and (2) attending a virtual coaching session
• Planning, design and delivery of Training sessions, including Ad-hoc Training, for both new and existing team members

1. Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed
2. Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
3. Ability to flag any discrepancies in the material to the Client Training Team

• 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 behavior and alter delivery method if necessary
• Supports stakeholders through performance consulting to qualify development and training requests

1. Maintain enablement content materials providing feedback to 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, UI updates
• Analyze training needs and develop strategies to improve courses and training documentation
• Conducts analysis to identify needs and recommends appropriate solutions that distinguish between training, communication, and coaching and development opportunities
• Provide end of class feedback to reduce errors and improve processes

1. Ongoing readiness evaluation/procedures/ enablement content; improve training effectiveness by participating in development of new approaches, techniques, and materials.

Recommended Qualifications

1. Obtain pass score on language proficiency assessment. Expectations will be set by Client Training Team
2. 2+ years of experience in a training role in a technical support or client care operation

• Good knowledge of Quality/Process Improvement techniques

1. High level of energy, drive, enthusiasm, initiative and commitment
2. Excellent communication, consulting, influencing and interpersonal skills
3. 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

External new hire Trainer tenure expectation