Trainer

General Summary:
The Trainer works under the general direction of the Global Quality Assurance Manager in assessing, developing, and implementing training programs to support the business and customer service needs of the Global Candidate Services Operations. Plan and execute training programs as assigned to fill operational needs.

Duties & Responsibilities:
• Plans, conducts, and implements a comprehensive training program for frontline customer service. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance. Responsible for both new hire and ongoing program and skills training. Training may include systems, processes, procedures, new client, or professional development.
• Assess learning styles and adapts the training program accordingly for successful learning and effective application of information.
• Tests trainees to measure progress and to evaluate effectiveness of training.
• Develop innovative professional training materials and/or eLearning content by gaining input from other departments. Maintain and update materials, based on industry standard, changes, and demands.
• Engages in all operational and service-related tasks, including but not limited to process improvements, group and individual call/ chat/ email observations, quality calibration and coaching activities.
• Develop and maintain a resource library by reviewing materials tracking utilization and monitoring circulation (books, videos, tapes, client program brochures and specification sheets).
• Work with Client Service Managers to maintain and update necessary client/policy/process information in Knowledge Base articles (Salesforce library)
• Work with Managers, Supervisors and Quality Assurance Analysts to assess performance gaps in skill levels and identify areas of opportunity for service improvements and recommend training solutions to effectively improve processes and services.
• Train and lead group instructional sessions. This includes but is not limited to Prometric systems, client information, customer service techniques, Prometric’s philosophy, guidelines, and procedures. In addition, facilitate refresher training courses to maximize individual performance and company productivity.
• Other Duties as assigned.

Requirements:
• College Degree or equivalent in job-related experience
• A minimum of 12 months experience within Prometric Candidate Services.
• An excellent performance record that demonstrates accountability and reliability.
• Good attendance record with no formal disciplinary action(s) for the past 12 months.
• Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff.
• Ability to develop training methodology programs that are unique to the organization’s goals, values, and mission statement.
• Strong analytical and decision-making skills.
• Ability to handle multiple tasks and prioritize.
• Tech-savvy – ability to adapt and innovate with current available technology including video or web-based training and a working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, SharePoint, and Excel).
• Demonstrated Leadership skills.
• Excellent interpersonal skills
• Flexibility in work schedule, based upon changing business needs.
• Ability to create and foster a fun, fair, positive learning environment.
• Experience in teaching or training is preferred.