Training Specialist

Position Summary :

Under the general direction of the Associate Director of Human Resources the Training Specialist is responsible for developing and delivering new / existing training materials to Employees and Clients.

Trainings may be delivered in an individual or group session and in person or virtually. The Training Specialist will also monitor, provide reporting and metrics on each trainee and training class.

The Training Specialist will be called upon to be the Lead Trainer during a proposal development process and for the implementation of new business.

Primary Responsibilities :

1. Develop and implement training programs that continue to build skills to gain production capacity among the agent, supervisory, and management teams.

2. Develop and implement training programs and curriculum for existing clients as needed. Serve as the lead trainer in any new business venture.

3. As directed by the Associate Director of Human Resources, facilitate the delivery of company-wide mandatory annual trainings, and monitor and report completion status

4. Partner with new and existing clients to lead in the planning and creation of new or modified training programs for agents.

5. Contribute to the development of proposals for new business

6. Deliver training individually or in groups either in person or virtually; solicit feedback from management and the trainees regarding the training to continually improve the format, delivery, and content

7. Partner with the Quality Assurance Team to develop and analyze quality and training metrics to identify targeted areas for quality improvement initiatives and drive the process to produce desired results.

Provide individual coaching to staff as required

8. Review operational policies and procedures to ensure consistency and compliance with applicable contracts, regulations, and directives from management

9. Provide support to supervisory and management staff as needed; this may include, but not be limited to providing coverage for the Contact Center staff for escalated issues, participating in client visits / meetings and implementation of new programs / services

10. Identify and address areas for improvement throughout the operation

11. Maintain effective verbal and written communication between various levels of staff and management

12. Provide on-the-job training and support for other staff members as required

13. Actively identify and lead quality control / quality improvement initiatives

14. Attend and participate in meetings and training as directed

15. Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines

Last updated : 2024-05-24