Process&communication Trainer, Ctk

Bachelor's degree is mandatory - 3 - 4 Years of Knowledge Management/ Process Training Experience - Experience in delivering training on Chat and voice/soft skills - Basic leadership skills, ability to work and be flexible under pressure - Excellent verbal and written communication skills - Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint - Ability to clearly communicate complex information and to effectively motivate small and large groups.

Job summary

“Many of the problems we face have no textbook solution, and so we-happily-invent new ones.” - Jeff Bezos

We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.

About Amazon India:
Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the Earth’s most customer-centric company.

We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all sizes across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always “Day 1” and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for customer experience in India. Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History.

**Job Description**:
CTK Learning Coordinator role is an advocate for continuous learning and development of the AET-Centralized Time Keeping (CTK) team supporting Amazon employees from different geographies. Learning coordinator plays a pivotal role, as they are responsible for introducing new hires to Amazon’s culture, and work hand in hand with CTK Associates, Specialists and Managers in driving growth within the business. The Learning Coordinator will be responsible for performance and capability development of every associate. This position will overlap with Quality, Program Management and Operations Managers in driving the trainings as per business requirements. This position will be responsible for new hire orientation, new hire training, and ongoing training initiatives. This responsibility includes the monthly process knowledge test and will be the owner for gathering information, creating and administering the test with associates. Consistency within this process will ensure appropriate topics are retrained and tested as opportunities are presented.

**Responsibilities**:

- Develop and deliver trainings for associates on chat and phone support.
- Create learning plans that meet best in class learning experience for both learner and stake holders
- Develop training refreshers for new hires based on identified areas for improvement and arrange refresher trainings on timely basis
- Identify opportunities to streamline and standardize resources. Partner with Learning Content experts to ensure upkeep & accuracy of the training material used.
- Provide CTK learners or associates with regular feedback in the course of training and maintain detailed feedback and attendance records
- Ensure conversion of new hires within ramp-up period to match business as usual state, reduction in repeat errors
- Thorough understanding and experience in reporting of training status and feedback to stake holders
- Capable of managing immediate stake holders training requirements, communicate with appropriate business owners, site managers, and management to ensure that all trainings are conducted on-time and with sufficient resources and facilities.
- Ability to work with learning systems (LMS), tools, MS Office Word, Excel basics & PowerPoint in order to periodically report progress and status on new hire trainings, training need analysis and effectiveness measure to leadership and stake holders
- Compile the monthly process knowledge checks (PKC’s) for L2 and L3's in their designated business lines. These knowledge checks are compiled based on inputs from Quality Assurance Analysts, Team Managers/ Leads, and Learning content experts.
- Gather results of the monthly PKCs and provide summary back to the Team Managers for feedback to associates.
- Analyze results of monthly PKC to determine whether questions need to be asked in t