Summary The Senior Trainer is the primary client team trainer who has responsibility for representative training for the program team. The Senior Trainer develops, reviews and delivers training modules, including quality communication monitoring, products, systems, processes and procedures, customer service, and specialty topics with direct manager, if applicable. Training modules will be reviewed and approved by client staff during a determined schedule. The Senior Trainer evaluates program outcomes and applies updates and changes to meet ongoing business needs. The Senior Trainer serves as the primary trainer for the team and works with the client and client training staff prior to the launch of new processes, products and/or product extensions and then trains the team. The expectation is to work with their direct manager and assess training effectiveness and to implement new training techniques and processes as appropriate to keep training engaging and effective. This position is responsible for working with team leaders to meet and exceed client/partner goals and target metrics. Essential Duties & Responsibility Include the following. Other duties may be assigned. Complete all New Hire Training courses with the required level of competency to become qualified to deliver training programs. Provide instructor-led New Hire Training, Continuous Education Training, and Market Event programs per client business unit applying adult learning theory to presentations and delivery. Deliver training programs to part-time and full-time employees during day, evening and weekend hours to meet business needs. Review all operational documents, demonstrate expertise in standards and processes, and incorporate ongoing updates to training presentations. Write Standard Operating Procedures, Work Instructions, Training Alerts and Job Aides for the team tasks and job roles; support written communication for program events, team announcements and marketing brochures. Review, develop and implement assessments, evaluations and certifications associated with training modules. Ensure all training records are complete and accurate. Work directly with Client Liaisons, Program Director/Manager, and Team Leaders to ensure that quality alignment is in place throughout the team; this includes addressing any quality issues identified by the client and/or breaking news regarding media and trends. Assist with coaching and quality assurance programs related to calls, written response and/or customer interactions. Confer with the client and team management staff to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, technologies, or the general improvement in customer service abilities. Help with the ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within their team. Maintain a strategic approach, rather than reactive, assessing the skills and knowledge within each team and determining what training is needed to grow and retain appropriate skills. Develop Training that meets specific deadlines using the following methods: - Conduct a needs assessment of target participants for each training - Identify goals, objectives, and desired outcomes of training - Create clear, concise & credible materials - Apply design principles appropriate to methodology - Create methods of demonstrating training effectiveness within each training module. Determine implementation methods for training such as individual training plans, lectures, demonstrations, conferences, meetings and workshops, as well as e-training. In addition, research new technologies and methodologies to enhance learning and retention and present this research to Training Team Lead. Formulate process outlines, lesson plans, trainer guides, and activities for all training that will aid in the process of training effectiveness. Develop training program based on market event at the request of our client/partner that may require evening or weekend delivery and support. Train Alta management team on designated processes as needed. Work with Alta management team to schedule continuing education training to appropriate team members. Develop and implement assessments, certifications and evaluations to ensure required competency is achieved. Make recommendations to the Training Team Leader for improving training effectiveness and efficiency. Amend and revise training programs as necessary, in order to adapt to ongoing changes occurring in the work environment. Coordinate with QA and schedule quarterly, or as requested, call calibration sessions for the client and management staff. Answer questions and educate all team members on applicable Standard Operating Procedures (SOP) and Work Instructions. Serve as the focal point for all product, process and procedure questions and in turn work with the client to clarify and resolve questions. Escalate issues to management in accordance with company policies and procedures. Adhere to, and oversee team’s adherence to, applicable Program, Client and Corporate policies, procedures and work instructions. Supervise, guide and develop team members: • Manage duties for Quality/Oversight/Audit (if applicable) as follows: • Respond to questions from auditors/government inspectors in professional, factual manner. • Provide assistance for audit preparation and/or audit/inspection support as may be requested by management. • Manage work with a view to continuous quality improvement. Promptly notify Team Leader or subject matter expert with any questions about how or if a task should be performed. • Immediately notify supervisor and Quality/Compliance team about any potential nonconformance. • Prepare for and manage actions necessary to address needed surges in workforce and rapid training related to event-specific (e.g. recall, major media news) tasks: contract staffing, re- deployed staff, HR, schedules: • Training (create training materials and FAQs plus conduct the training in timely manner) • Communicate progress and status of event activities (e.g., special reports, progress on setup, volume of interactions received, etc.) • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. • Travel to Alta locations as needed, including International offices Leadership Responsibilities Leadership capabilities are required to be successful in this position and to interact with the client and Alta management teams and through ongoing interactions with the Alta customer care representatives. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Strong interpersonal, verbal, and written communication skills and systems expertise. Ability to deliver technical training in complex computer systems to non-technical adult learners. Ability to present to small and large groups of varying levels of team members. Ability to manage large groups in training. Ability to create momentum and foster positive change. Ability to navigate required web-based applications and associated programs. Work effectively as a team member with the Training Team as well as with other members of management. Demonstrate a passion for customer experience quality and ongoing improvement and development. Ability to independently develop training using a variety of methods and follow appropriate design principles. Ability to develop a variety of training programs including but not limited to New Hire Training, Continuous Education Training, and Market Events. Strong understanding of coaching technique, adult learning theory, and the proven ability to lead others both internally and externally. Ability to perform and meet deadlines without direct supervision. Meet requested deadlines and communicate with Training Team Lead when additional resources are needed. Ability to analyze data for trends in process errors, and assess gaps in understanding based on data analysis. Ability to obtain a passport Demonstrate applied competency in quality/compliance standards and applicable Program, Client and Corporate policies, procedures and work instructions though appropriate and timely analysis, decision-making, communication and recordkeeping. EDUCATION and/or EXPERIENCE A Bachelor's degree from a four-year college or university with 5 years of training experience or an Associate's Degree in a related field with 6 or more years of training experience is required. Experience with document management and proper Standard Operating Procedure and Work Instruction formatting rules and guidelines is preferred.