DESCRIPTION
KEY ROLES:
Manage overall training requirements, ensure sufficient training resources are available to roll out required new hire induction and program training. Flag resource constraints timely to allow alignment of training plans with training resource capacity.
Ensure continuous improvement of Service Provider and program training materials and overall curriculum in close collaboration with training and outsourcing team.
Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Service Provider and the team.
Provide thought leadership to training and policy teams re process/curriculum and content improvement opportunities.
Develop materials according to process standards
Collaborates with quality team on learning opportunities derived from quality audit, call calibration and client feedback
Evaluate and revisit training materials to ensure relevance and content is up to date
Creates process knowledge test, track and monitor learning improvements
Deploy process changes, updates, and workflow improvements from client
Provide oversight on content revisions, given feedback from subject matter experts
Provides classroom training, fulfill refresher trainings, and upskilling
Ensures training performance are tracked and delivered based on client requirements
Monitor course assessments and manage employees during in process training
REQUIREMENTS
SKILLS EXPECTATIONS
Process Improvement – Intermediate
Reporting and Analytics – Intermediate
Quality Management – Intermediate
Curriculum Planning – Intermediate
Learning Content Design and Development – Intermediate
People Management – Intermediate
Communication - Expert
Training and Facilitation - Expert
Fluency in English
Minimum C1 in French
SKILLS
Process Improvement
Reporting and analytics
Quality Management
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