Trainer- Project Specific at Samasource

About the Job:

As a Trainer, you will closely work with the Training Manager and help him/her provide standard or specialized teaching, technical training, or counseling in a designated area as per Company requirements.

Key Responsibilities: 

• Responsible for facilitating training; evaluating the performance health of new hire onboarding, refresher training, and cross-training
• All new hire or internally promoted trainers will be expected to go through the Trainer Certification process and pass all required knowledge assessments
• Maintain an average score of 95% quality score of cases actioned over rolling 6-month period dependent on the workflows that each specific trainer has been certified
• Achieve a quarterly average score of 90% on Trainer Observation Checklist performed by Training Manager and Client Business Partner
• Achieve a quarterly average score of 90% favorability on Agent survey for nesting, floor, and training (if applicable)
• Vendor Training Managers team will record and share the quarterly scores of the class observations and share it with the Client Training team
• Low performers will go through at least one audit per quarter with a client Training Team member to identify areas of improvement. Areas can include, but not limited to: Overall delivery of classroom training - Behaviors and techniques that have been listed as project ideals for delivery of client content
• Participate in continued education efforts from the Client Training Team (i.e. refresher training, policy update content review, etc.)
• Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials from the client. Depending on the session, methods for completing T3 will be determined by the Client Training Team. This may include, but not limited to: (1) taking the course as a learner, and (2) co-delivering the course with a tenured instructor (Client or vendor) and pass a Training QA on the material; (1) preparing pre-read materials, and (2) attending a virtual coaching session
• Planning, design, and delivery of training sessions, including Ad-hoc Training, for both new and existing team members
• Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed
• Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
• Ability to flag any discrepancies in the material to the Client Training Team
• Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles
• Manage participation during training delivery to ensure maximum contribution - test for understanding, observe the behavior and alter delivery method if necessary
• Supports stakeholders through performance consulting to qualify development and training requests
• Maintain enablement content materials providing feedback to the curriculum design team to ensure content is up-to-date and relevant
• Collaborate with Business Partners to ensure training content is updated and aligned with policy launches, UI updates
• Analyze training needs and develop strategies to improve courses and training documentation
• Conduct analysis to identify needs and recommends appropriate solutions that distinguish between training, communication, and coaching and development opportunities
• Provide end of class feedback to reduce errors and improve processes
• Ongoing evaluation of certification processes/procedures/ enablement content; improve training effectiveness by participating in the development of new approaches, techniques, and materials.

Deadline for receiving applications is October 17, 2021. Only shortlisted candidates will be contacted.

Minimum Qualifications:

• Obtain pass score on language proficiency assessment
• Bachelor's Degree in Education or Computer Science with a focus on learning and development/ training
• 2+ years of experience in a training role in technical support or client care operation
• Good knowledge of Quality/Process Improvement techniques

Our Culture:

Sama is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Sama culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done).

Preferred Qualifications:

• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams.

Our Benefits:

Sama offers competitive compensation commensurate with experience and a full benefits package, including: medical, pension scheme, annual leave, paid disability insurance, and professional development opportunities

At Sama, we pride ourselves in being a diverse and equal opportunity employer.