Functional Training Specialist
2 weeks ago
Responsibilities
Conduct onboarding training.
Monitor and report on agents progress and performance throughout training.
Collect and review feedback from surveys to improve future training.
Deliver training sessions through various methods (in-person, online, blended learning)
Provide one-on-one coaching to agents as needed.
Design and develop training content by using presentation tools.
Use and manage our learning management system.
Facilitate upskilling or refresher sessions on various topics.
Flexibility to learn and train out different partners specifics.
When needed, retrieve calls from our call recording system and evaluate them using our call quality platform.
Generate tickets to provide agents with access to systems.
Use excel to track tasks and receive ongoing updates on task progress.
Contribute to ad hoc projects as necessary.
Qualifications
Excellent organizational skills and ability to multi task.
Excellent attention to details and continuous improvement mindset
Excellent interpersonal and communication skills (be confident in both spoken and written communication)
Flexibility – be able to adapt to varying and changing demands
IT proficiency – experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint).
Initiative & Team Player – Energetic self-starter with a positive attitude and excel in customer service skills
Ability to /Experience in linking training to quality
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