Analyst (Non-Voice)

Job Summary

Process Trainer Role - Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training

Key Responsibilities

New Hire Training

• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff.
• Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff.
• Provide floor support and communication coaching to all employees including leadership and support.
• Develop communication assessment tools in line with project’s goals and metrics.
• Proactively develop activities or modules to supplement existing programs or initiatives.
• Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting.

Training Design and Development

• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design
•  Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and overall training effectiveness gaps.
• Work with the operations, training, and quality teams to identify performance gaps related to communication skills.
• Analyze performance gaps and provide recommendations to meet target metrics.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Skill Requirements

Minimum -  - 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Languages - Varies depending on location and the type of market the role supports with Proficiency Level 90%/C1 and MS Suite- Power Point, Excel, Outlook, Word, Teams – with Advanced

Other Requirements

Candidate Background: Skills, Knowledge, and Abilities:

Min/Preferred Skills, Knowledge, Abilities and Experience

Essential-Training Delivery and Classroom Management Skills

Preferred- Adult Learning Styles and Strategies

Preferred- Coaching and Mentoring skills

Preferred- Module and Assessment Development

Minimum-Strong analytical thinking/skills

Minimum- Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.

Preferred- Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.

Preferred- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.

Preferred- Self-motivated, ability to work independently.

Preferred- Operational Knowledge and Experience

Preferred-Project coordination/management knowledge

Preferred-Process Domain Knowledge