Training Specialist

A Training Specialist is effectively responsible for  learning & becoming proficient in assigned processes. This person will not only deliver training as needed but also will be in charge of assessing knowledge among the trainees and communicating results on a regular basis to all the parties involved.  A trainer will be responsible for overseeing all day-to-day efforts of maintaining all SOP’s up to date. Plan, coordinate and monitor the flows of all processes as new associates are hired. Trainer will hold continues calibration meetings with all Business Owners, Subject Matter Experts, Team Leads and Supervisors on any modification of processes & communicate those accordingly.

What you’ll do

• Provides all standard operation procedure and manual to new hires staff and any tools that may be required to accomplish the training.

• Evaluates new hires knowledge and understanding and to reinforce any potential weaknesses that might require additional training.  

• Attend weekly, bi-weekly, monthly meeting with support staff and Business Owners and Senior Management

• Works with QA to develop action plans for Outliers.
  Creates assessments to leverage knowledge among agents and re-certify them.

• Uses existing procedures to make routine decisions 

• Analyzes discreet sets of information in routine situations for KPI follow up.

• Follows established processes or work plans and taking direction from the data results of their trainees.

• Manage performance of staff using best-in-class company practices, including proactive coaching and up skilling to develop, empower and refine skill sets of trainees.

What experience you need 

• High School Diploma 

• English level C1

• 2+ years of experience of Gagne's 9 events of learning (Trainer Experience) among other learning methodologies.

Internal candidates:

• Excellent understanding of the business.  Knowledge in GCC/GCS functions is a must for internal candidates.

• For internal candidates they must have all business metrics on target for the past 3 months.

What could set you apart

• Previous teaching experience is a plus