Trainer

All new hires or internally promoted

trainers are expected to go through the Trainer Readiness program

design, develop and administer by the

vendor.

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Trainer must maintain proficiency in

business knowledge, learning expertise, and facilitation skills per

quarter.

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Vendor Training Manager will record and

share quarterly Trainer Readiness performance with the Client

team.

Underperforming trainers will be provided

two (2) attempts to achieve proficiency per quarter.

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.

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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

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Monitor and review the progress of

trainees through questionnaires and discussions with managers and

ensure corrective action when needed

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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

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Ability to flag any discrepancies in the

material to the Client Training Team

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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

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Maintain enablement content materials

providing feedback to curriculum design team to ensure content is

up-to-date and

relevant

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Collaborate with Business Partners to

ensure training content is updated and aligned with policy

launches, UI updates

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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

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Ongoing readiness evaluation / procedures /

enablement content; improve training effectiveness by participating

in development of new approaches, techniques, and

materials.

Recommended

Qualifications

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Obtain pass score on language proficiency

assessment. Expectations will be set by Client Training

Team

2+ years of experience in a training role

in a technical support or client care

operation

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Good knowledge of Quality / Process

Improvement

techniques

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High level of energy, drive, enthusiasm,

initiative and commitment

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Excellent communication, consulting,

influencing and interpersonal skills

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Proven track record of collaborating with

cross-functional groups to produce

results

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Passion for ensuring a world class

support experience for our community

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Demonstrated ability to perform well in a

rapidly changing environment and across multiple

sites / teams

External new hire Trainer tenure

expectation

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