Trainer 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; identifying root cause of performance health of new hire on-boarding; refresher trainings; 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 of 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 The Client's 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's Training team
• Low performers will go through at least one audit per quarter with a Client's 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 the Client's ideals for delivery of their content
• Participate in continued education efforts from the Client's 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 Client's 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's 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 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 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
• Conducts 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 development of new approaches, techniques, and materials.

Minimum Qualifications

• Obtain pass score on language proficiency assessment.
• 2+ years of experience in a training role in a technical support or client care operation
• Good knowledge of Quality/Process Improvement techniques

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