Training Associate  

Responsibilities:

• Teach new hires technical knowledge and product specific information along with professional communication skills.
• Facilitate professional development focused programs for agents, support, and leaders.
• Design instructional materials and training programs using a variety of methods.
• Perform regular quality control and analyses, update training materials, internal wiki, and other resources as needed.
• Identify and implement improvements to current training curriculum.
• Successfully liaison with other departments to identify gaps in performance and determine training needs.
• Responsible for facilitating and delivering training to meet the client and company’s set expectations.

Specific Responsibilities:

• Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training).
• Provides feedback on existing curriculum for training improvements.
• Respond appropriately to learners needs for clarification or feedback.
• Provide positive reinforcement and motivational assistance to peers.
• Use instructional methods appropriately.
• Use multimedia effectively.
• Evaluate learner performance.
• Report evaluation information.
• Assesses class and individual agent level performance.
• Conducts pre and post-training surveys where applicable.
• Performs other related duties and assignments as required by the Supervisor or Manager.
• Prepares and submits daily training reports to the Training Manager and appropriate managers/team leaders.
• Identifies gaps in the training curriculum, provides a point of action, obtains approval for resolution, and takes action to correct.
• Sets up and maintains training facilities and materials.
• Prepares and submits final training report to appropriate management.
• Conducts required analysis on specified campaigns in a very proactive manner.
• Lead process improvement initiatives where required.
• Creates Training Needs Analysis for company-wide employee development

• Candidate must possess at least a Vocational Diploma / Bachelor’s/College Degree, Post Graduate Diploma / Master’s Degree, Education/Teaching/Training, Psychology or equivalent
• Must have 2-3 years experience as a technical/agent trainer in a BPO company
• Should be willing to work in varying shifts
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills