• Works closely with Instructional Designers to ensure learning content is accurate, engaging, creative, and innovative while maintaining the instructional integrity of learning. 

• Acts as a subject matter expert during training delivery for complex topics (i.e., role-specific training) and tailors to the audience.   

• Acts as subject matter expert (SME) on products, systems, processes, skills, compliance considerations, customer experience needs, etc.  Ensures subject matter expertise is maintained by consistently participating in functional meetings, side-by-side observations, and/or monitoring call quality. 

• Works on a broad range of assignments, working cross-functionally with Program Leads and Operations Leadership to support business improvements, including call monitoring and content updates.  

• Partners with other Training Team members and/or Supervisor to recommend updates and support project management of learning programs.  

• Completes tasks efficiency and with autonomy in addition to providing guidance and best practices to other trainers as well as using understanding of business to identify ways to improve delivery.   

• May act as a Facilitator for core, onboarding, or orientation training, applying adult learning methodologies, a variety of training methodologies, concepts, learning tools (appropriate to the learner and topic) and practices to ensure maximum effectiveness and engagement of training programs. 

• Delivers and motivates trainees through effective training methodologies both in group and individual classroom dynamics. 

• Assists in the design, plan, organize, or direct orientation and training programs for all employees. 

• Prepares for and delivers instructor-led, virtual, or webinar training on variety of topics (business processes, systems, new capabilities) to all levels of internal learners. 

• Practices good classroom management techniques to handle a variety of classroom situations. 

• Anticipates, addresses and fields questions. 

• Mentors and coaches employees by providing both positive and constructive feedback to learners. 

• Develops and implements training approaches to address employee’s performance gaps. 

• May conduct post-release testing of system tasks used in training. 

• Conducts post-training testing to assess employee’s competency in understanding of program workflows and business rules, and how to administer them within the system. 

Minimum Requirement

Typically, minimum 0-2 years of relevant experience. May have degree or equivalent.

Education

Requires a Bachelor's degree in education, business, human resources, information technology, or related field 

Critical Skills