Sr. Training Specialist , Training Team - Customer Service

About this role

• Deliver our blended learning (instructor led training and eLearning) classes and programs for new hires, new skills (cross-training), continuing education, and refreshers as necessary for our customer service associates.
• Manage and own batch upload to LMS to ensure capturing of new hire trainees
• Own completion of trainee surveys, quizzes and tests with upload to LMS where needed or other compiling tool.
• Manage the logistics of learning and create an effective learning environment along with report on testing results.
• Communicate with appropriate business owners, other trainers, site managers, and management to ensure that all trainings are conducted on-time and with sufficient resources and facilities.
• Responsible to escalate possible new hire attrition and flag poor performance, misfit skills or behavioral issues in training promptly.
• Additionally support quality and assurance initiatives when not in training
• Create, foster and maintain a high quality performance improvement program that offers fair and consistent feedback to our associates, as well as provides an accurate and quantifiable picture of the process to the broader Amazon India community.
• Responsible for mitigating and eliminating gaps in training occurring due to issues or concerns with communication skills and language skills.
• Responsible for continuous self-development by keeping themselves abreast with current industry training practices.
  
  

• Excellent English language Communication skills
• Excellent Facilitation and Presentation skills
• Excellent interpersonal skills – ability to work and influence with multiple Training Team members/ Stakeholders across different operations sites globally
• 1-3 years of expertise in facilitating, planning, implementing and assessing blended learning
• Process Training experience of 2 + years is mandatory.
  
  

• 1-3 years of expertise in facilitating, planning, implementing and assessing blended learning
• Process Training experience of 2 + years is mandatory.
• Excellent Communication skills
• Excellent Facilitation and Presentation skills
• Excellent interpersonal skills – ability to work and influence with multiple Training Team members/ Stakeholders across different operations sites globally