Senior Trainer

About the role

The Senior Trainer is the primary client team trainer who has a shared overall responsibility for all representative training for client program. The Senior Trainer develops, reviews and delivers training modules, including quality communication monitoring, products, systems, processes and procedures, customer service, and specialty topics. The Senior Trainer serves as the primary trainer for the team and works directly with the Training Team Lead prior to the launch of new processes, products and/or product extensions and then trains the team.

Key responsibilities

• Complete all client New Hire Training courses with the required level of competency to become qualified to deliver client's training programs
• Provide instructor-led New Hire Training, Continuous Education Training and ongoing training programs per client business unit applying adult learning theory to presentations and delivery
• Deliver training programs to part-time and full-time employees during day, evening and weekend hours to meet business needs
• Review all operational documents, demonstrate expertise in standards and processes, and incorporate ongoing updates to training presentations
• Write Standard Operating Procedures, Work Instructions, Training Alerts and Job Aides for the team tasks and job roles
• Review, develop and implement assessments, evaluations and certifications associated with training modules
• Work directly with Client Liaisons, Program Director, and Team Leaders to ensure that quality alignment is in place throughout the team
• Coordinate and execute coaching and quality assurance programs related to calls, written response and/or customer interactions
• Develop Training that meets specific deadlines using needs assessment, identifying goals and objectives, creating clear materials, and applying design principles
• Make recommendations to the Program Director and client liaison for improving training effectiveness and efficiency

About you

• Bachelor's degree in Business or related similar fields is required
• At least five years training experience or an Associate's Degree in a related field with 6 or more years of training experience is required
• Strong interpersonal, verbal, and written communication skills and systems expertise
• Ability to deliver technical training in complex computer systems to non-technical adult learners
• Ability to present to small and large groups of varying levels of team members
• Ability to manage large groups in training
• Strong understanding of coaching technique, adult learning theory, and the proven ability to lead others both internally and externally
• Ability to independently develop training using a variety of methods and follow appropriate design principles
• Ability to perform and meet deadlines without direct supervision
• Ability to analyze data for trends in process errors, and assess gaps in understanding based on data analysis