Trainer

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

Tenure

Preferred
qualification

Minimum of 3
years

2
years of adult learning
experience