The trainer is responsible for organizing, conducting, and evaluating training programs for new and existing employees across various formats. They also perform quality assurance by scoring calls and providing feedback to enhance agent performance and operational best practices.
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Responsible for organizing, conducting, and evaluating training and quality assurance for new and existing employees.
Essential Job Duties
Assess training needs.
Select materials and delivery methods (e.g., instructor-led, web demos, video conferences, workshops) for programs on a variety of topics.
Maintain the production of guides, videos, and other supporting content.
Conduct training sessions and present training content.
Schedule classes, set up systems and equipment, and coordinate enrollment.
Ensure training logs are completed and all participation tracked.
Review and reinforce the use of eLearning programs where applicable.
Evaluate and score recorded and live calls, providing feedback to agents and leaders to enhance performance and develop best practices for ongoing improvement.
Travel to different locations to train on existing and new applications, processes, and procedures to ensure a consistent and high level of performance.
Assume other duties as assigned.
Supervisory Responsibilities
Not responsible for supervising employees.
Minimum Requirements
Education & Experience
Bachelor's degree or equivalent experience.
3+ years of related experience required; Still acquiring higher-level knowledge and skills; Degree or equivalent work experience.
Preferred Requirements
Knowledge/Skills/Abilities
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
Frequent use of Outlook, Word, Excel, graphics, etc. Ability to create, maintain and incorporate functions into Word documents, Excel spreadsheets, databases, and PowerPoint presentations to support business objectives.
Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.
Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.
Decisions generally affect one’s job or assigned functional area.
Results are defined; sets personal goals and determines how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction.
Handle multiple tasks or projects simultaneously with moderate complexity.
Essential Physical Demands/Work Environment
Work is primarily sedentary: must be able to sit for extended periods and use a computer, keyboard, and mouse, frequently.
Travel may be required periodically, including overnight stays (contingent on position requirements).
Must be able to lift up to 25 pounds.
Some positions in this classification may involve operating a motor vehicle for work-related duties. Employees assigned driving responsibilities must meet all applicable eligibility and safety requirements.
Benefits:
Health/Dental/Vision Insurance
Paid Time Off
Paid Parental Leave
Fertility Coverage
401k with Generous Company Match
Company Paid Life Insurance and Long-Term Disability
Short-Term Disability
Employee Assistance Program
Tuition Reimbursement
Employee Discounts
Join us for an exciting career journey with positive, driven individuals.
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Marketing Manager
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