Universal Trainer

JOB SUMMARY

Provide a high level of training and development service to the company and its clients specifically on instructional design (i.e. TNA, curriculum development, continuous TQA process improvement, and post-training evaluations), and on corporate and leadership development program facilitation; ensuring employees are fully equipped with the necessary competencies and work values that will help them to highly perform, thereby helping the company achieve its strategic objectives.

Role and Responsibilities

• Delivers training courses.

• Training Needs Analysis - Using the QA performance, trending data & other sources of data.

• Conducts assessment to measure retention and understanding.

• Utilizes solid analytical and decision-making skills to assess performance trends and learning needs.

• Identifying training needs by evaluating strengths and weaknesses.

• Prepares training plans and agenda.

• Maintains a database of all training materials

• Instructs employee training and onboarding

• Review employee performance and learning

• Develops or oversees the production of classroom handouts, instructional materials, aids, and manuals. Test and review created materials.

• Prepares and facilitates product knowledge tests.

• Coordinates with other departments for process implementations/improvements.

• Provides support to other departments with training-related needs.

• SBS (Side by side) with agents to evaluate performance

• Update courses

• Refresher courses

• Skill Enhancement courses

• Call or Chat Time as part of continuous application and exposure for training purposes

• Cover if there is a surge of chats or calls

• Coaching and feedbacking

• Motion Study

• Mock calls or call simulations

INSTRUCTIONAL DESIGN

Designs and develops Targeted Learning Solutions to close Identified Gaps; strengthening Organizational Capabilities and ensuring that the Organization meets or exceeds its Performance Targets and Business Goals.

TRAINING AUDITS / PROGRAM EVALUATION

Oversees and audits the end-to-end execution and evaluation of all account-specific training, continuous learning sessions, individual/group coaching sessions, etc.

Preferred Skills

• Excellent oral, written, and interpersonal communication skills

• Experience persuading audience and front-line employees to support new initiatives

• Exceptional listening skills

• Problem-solving skills

• Excellent ability to identify and analyze data for trends

• Experience in providing performance feedback

• Excellent time management

• Ability to multitask and perform in a constantly changing environment

• Experience managing and driving team calibration to QA requirements

• Strong organizational, planning, and prioritization skills

• Capacity to present oneself professionally in public