Process Trainer

Position Title: Process Trainer

Department: Training

Supervises: N/A

FLSA Status: Exempt

Shift: Day

Work Location: On-site in Lake Mary, FL

Position Summary:

The Process Trainer is responsible for design, delivery and continuous improvement of training programs; in addition to delivery and design, the trainer will conduct needs assessments, execute training, develop refresher training and evaluation thereafter. The trainer will be responsible for training multiple roles in an omnichannel, operational and call center environment. In addition, the trainer will ensure compliance with company quality standards and expectations of agent and employee behavior.

This position requires the candidate to be up to date with the latest learning trends, tools and techniques. The candidate must be comfortable in front of an audience and must be comfortable working with cross-functional teams and senior stakeholders in a highly matrixed environment.

Essential Duties and Responsibilities:

The essential duties of the position include the following, and other duties may be assigned:

• Develop curriculum and design training courses; manage all content thereafter;
• Administer training for multiple groups with the ability to deliver, project and motivate trainees through effective training methodologies both in group and individual and virtual classroom dynamics;
• Conduct needs assessment and identify performance gaps and implement training best practices to ensure alignment with company needs;
• Collaborate with internal business partners to create industry-specific course content;
• Evaluate success of training implementation by assessing achievement of learning objectives and transfer of knowledge to continuously improve training solutions and identify future learning needs;
• Utilize a variety of techniques, concepts and development and delivery of training programs and strategies;
• Manage the learning experience consistent with company philosophy and company-wide strategy;
• Maintain expert-level knowledge in multiple departments; evaluate and improve processes within work areas;
• Improve associates' job-related skills; develops, maintains, and applies to learn tools (methods, checklists, and skill-building agreements) to encourage associate development;
• Update SOPs and SOP certifications;
• Achieve quality assurance operational objectives by:
• contributing information and analysis to strategic plans and reviews;
• preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;
• identifying and resolving problems; completing audits; determining system improvements; and implementing change.
• Validate quality processes by establishing product specifications and quality attributes, measuring production, documenting evidence, determining operational and performance qualification, and writing and updating quality assurance procedures;
• Update job knowledge by studying trends and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations;
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Supervisory Responsibilities:

None

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor’s degree required or any equivalent combination of education, training and experience. Training & Development certification preferred. Minimum of 4 years in instructional design, curriculum development and training delivery or any equivalent combination of education, training and experience. The candidate must have experience in building decision trees and creating interactive training materials. Experience in developing and maintaining Knowledge Bases (KB) is a must. Thorough knowledge of adult learning techniques. Extensive knowledge in multiple telephony platforms. Content management expertise. Ability to organize and manage time effectively. Proven experience in implementing end to end learning strategies that are scalable and sustainable. Effective judgement and decision making. Excellent verbal and non-verbal communication skills. Technologically intermediate/advanced skills in MS products – SharePoint/Word/PowerPoint/Excel, CRM and various other technologies. Extensive knowledge of learning management systems, QMS systems and various reporting structures.

Language Ability:

Demonstrated excellence in both verbal and written communication, ensuring clarity and understanding in all training materials and interactions. Ability to effectively present complex information and respond to questions from team members, clients, and management in a clear, concise, and engaging manner. Capable of producing high-quality written reports, instructional materials, and performance evaluations with attention to detail and accuracy. Strong skills in active listening, empathy, and constructive feedback to foster a positive learning environment and build strong relationships within the team and with clients.

Math Ability:

Proficiency in analyzing performance metrics, statistical data, and other numerical information to assess training needs and team performance. Ability to interpret and utilize operational data to drive decision-making and improve team productivity, customer satisfaction, and process adherence. Basic understanding of financial principles to manage budgets related to training programs and operational adjustments.

Reasoning Ability:

Strong capability to analyze complex problems, identify root causes, and develop effective solutions to improve processes and team performance. Ability to make sound decisions based on data analysis, team feedback, and situational variables, ensuring alignment with company goals and client needs. Expertise in resolving conflicts, addressing team challenges, and adapting to changing circumstances with a proactive and solution-oriented mindset. Proficient in evaluating the effectiveness of training programs, making necessary adjustments, and continuously seeking opportunities for improvement.

Computer Skills:

Advanced skills in MS Office applications, including Word (document creation), Excel (data analysis, pivot tables, charts), PowerPoint (presentations), and Outlook (email communication, calendar management). Familiarity with e-learning platforms, learning management systems (LMS), and other training software to develop, deliver, and track training programs. Experience with customer service software and tools, such as CRM systems, to monitor and enhance team performance. Ability to design and develop engaging instructional materials using various software platforms, including multimedia tools, to cater to different learning styles and modalities.

Certificates and Licenses:

Training & Development certification preferred.

Travel:

This position requires 25% travel time.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.