Training Specialist

Requirements We are seeking a passionate and detail-oriented Training Specialist to drive the training auditing and cultural development goals of our Hospitality Support team This role is ideal for someone who thrives in a hybrid space combining language and communication development customer service skills development performance auditing and cultural engagement You will design and deliver training programs perform incident audits with coaching feedback promote Principle-Based Management PBM practices and organize team-building initiatives that boost morale and team collaboration Responsibilities Training and Development Design and deliver onboarding and continuous learning programs focused on policies SOPs tools customer service and communication standards Collaborate with the training team to co-develop department-owned training materials tailored to the company s culture and hospitality support needs Regularly review and update training content to reflect new procedures tool updates and industry best practices Conduct classroom and floor-based coaching sessions for new hires and existing team members Incident Audit Evaluation Conduct structured audits of analyst-handled incidents to ensure SOP and SLA adherence while meeting audit productivity targets Provide constructive individualized feedback to analysts through regular coaching sessions Identify skill or process gaps and design remedial training interventions Culture Values Training Train team members on PBM principles and support their application in day-to-day work Encourage recognition by promoting peer-to-peer Raves and positive reinforcement practices Act as a role model of respectful principled behavior aligned with the organization s core values Team building Engagement Organize and lead team-building events per quarter to foster connection and team spirit Coordinate with HR to support department-level employee engagement initiatives Encourage team participation in cultural events recognition drives and learning campaigns Basic Qualifications Graduates in any field with 3-5 years of experience in training quality evaluation or customer support preferably in hospitality or SaaS environment Strong written and verbal communication skills Experience creating or tailoring training content in alignment with business needs Understanding of SOPs SLA-based performance and customer service language Strong attention to detail and ability to analyze case performance Good Communication skills to interact with Infor s global customers and analysts Preferred Qualifications Good written and verbal English language skills including Active Listening Advanced knowledge of English language modules and customer service best practices Exceptional training and facilitation skills with the ability to create engaging and interactive learning experiences Exposure to PBM principles or values-based management frameworks Experience with tools like ServiceNow LMS platforms auditing systems Excellent communication and interpersonal skills with a positive and motivational approach to employee engagement High emotional intelligence ability to provide empathetic and constructive feedback About Infor Infor is a global leader in business cloud software products for companies in industry specific markets Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first leverages data science and integrates easily into existing systems Over 60 000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation For more information visit Our Values At Infor we strive for an environment that is founded on a business philosophy called TM PBM TM and eight Guiding Principles integrity stewardship compliance transformation principled entrepreneurship knowledge humility respect self-actualization Increasing diversity is important to reflect our markets customers partners and communities we serve in now and in the future We have a relentless commitment to a culture based on PBM Informed by the principles that allow a free and open society to flourish PBM TM prepares individuals to innovate improve and transform while fostering a healthy growing organization that creates long-term value for its clients and supporters and fulfillment for its employees Infor is an Equal Opportunity Employer We are committed to creating a diverse and inclusive work environment Infor does not discriminate against candidates or employees because of their sex race gender identity disability age sexual orientation religion national origin veteran status or any other protected status under the law If you require accommodation or assistance at any time during the application or selection processes please submit a request by following the directions located in the FAQ section at the bottom of the infor com about careers webpage At Infor we value your privacy that s why we created a 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