*Ownership and management of the training and quality product roadmap, design and strategic framework of operations training curriculum. This includes, but is not limited to, managing classroom training, presentation materials, e-learnings modules, training assessments and on-the-job shadowing strategies that are all scalable.
*Owner of continuous gap analysis, end-to-end design, agent development, tool and process implementation and sustainment planning for programs with the goal to rapidly develop a diverse group of associates and managers.
*Effectively partner directly with the immediate stakeholders onsite (Operations, Quality, Ops Analytics, etc.) to identify gaps and avail effective solutions that build on employee competencies within the business.
*Partner with Operations' subject matter experts, leads and managers to ensure training content and job aids meet the demands of the production floor. This includes full-alignment with standard operating procedures that outlined process and compliance requirements.
*Drive innovative training program development through the facilitation of online resources, training toolkits and mentorship programs. Establish unique strategic plans for each department that improve the skills of employees in a more personalized manner.
*Responsible for selecting the best delivery methods for each training objective that suits different job functions and audiences.
*Ensure that all training methods adhere to strict operational compliance requirements. Establish metrics to measure the performance and success of ongoing training programs. Identify points of improvement and develop solutions that improve the effectiveness of training programs. Reports to stakeholders and department managers for the purpose of strategy formulation and informed decision-making.
*Develop training efficacy rating system to gauge effectiveness of the overall training curriculum. Agent QA, NPS and customer satisfaction performance is a critical component in determining the overall effectiveness of the training curriculum and delivery across the organization.
*Track and deliver new training curriculums through the approval process, including the key milestones such as the design process, content delivery and final stakeholder sign-off.
*Ensures each Training staff is well supported and trained to support and help manage the Quality program
Qualifications:
*Bachelor's degree from an accredited university in a training, teaching, curriculum design - or equivalent industry experience.
*4+ years' work experience in the areas of training and quality design, training delivery and group facilitation, quality parameters, scalable and metric influenced processes for quality.
*Good track record of successful instructional design, program/project management, classroom/e-learning facilitation, and an ability to leverage relationships and influence others to adopt the training methods prescribed throughout the organization.
*Bilingual - fluent in written and verbal business English and at least one other language (preferred native French or Portuguese language skills) is an advantage.
*Strong project and/or program management skills with track record of strong organizational partnerships with cross-functional teams.
*Past experience developing production-based training curriculums in a process driven environment; Call center experience is a plus.
*Experience carrying out all activities in the training cycle: Design, Delivery, Evaluation.
*Strong interpersonal communication (verbal and written) and collaboration skills.
*Able to deliver top-tier results in a highly ambiguous environment. You must be a self-starter with an ability to juggle competing priorities and meet aggressive deliverable dates consistent with a rapidly growing organization.
*Ability to align training curriculums with broader department and organizational goals. Balancing strategic thinking with a strong attention to detail and tactical execution is required.
Ciudad: managua
