Instructor Senior Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Instructor Senior Analyst
WORK SETUP: Hybrid (Full RTO when facilitating a class)

OVERALL PURPOSE:
Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous education, company background and industry policies.
• Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance.
• Facilitates all process specific required training that may include cross training, up-skilling and roll out of process and policy updates and tools/systems upgrade or changes.
• Conducts training needs analysis and implements training intervention based on Training Needs Analysis (TNA) results to help improve performance.

RESPONSIBILITIES:
• Work with the operations, training, and quality teams to identify performance gaps related to communication skills
• Analyse performance gaps and provide recommendations to meet target metrics
• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design
• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps
• Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff
• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives
• Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting
• Gather data from operations and other support teams to measure program effectiveness
• Monitor progress of employees by tracking performance indicators
• Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives

OTHERS:
Project Shift Schedule: Mid/Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Quezon City, Gateway Tower 2

SKILLS AND QUALIFICATIONS: Instructor Senior Analyst (Process Trainer + Comms Coach) • With at least 3 years as a process trainer in a contact center / voice operations setup • With excellent comms skills as this resource is expected to also do comms coaching at some point (at least equivalent of B2 in LPA) • At least 1 year Instructional Design or Content Development skills/experience. Okay with candidates with experience in writing DTPs/ SOWs/WIs • Excellent Training Delivery and Classroom Management Skills • Knowledge of Adult Learning Principles • Excellent coaching and mentoring skills specifically during classroom trainings • Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams is preferred • Microsoft Office proficiency including expertise in MS Word, PowerPoint and Excel • At least 1 year of teaching or communication skills coaching experience is highly preferred • Training experience in Health insurance / P&C and/ or Life Insurance claims processes is preferred • Supervisory experience is preferred; resource may handle max of 2 FTEs

Quezon City

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