Job Responsibilities:
Training Delivery (Includes but is not limited to)
Create training plans
Review training material
Create assessments
Ensure all trackers are updated following the standards
Provide all needed reports following the standards
Ensure all updates are delivered to the agents
Training Needs Analysis (Includes but is not limited to)
Create TNA for LOBs with poor performance
Create assessment for all LOBs if needed
Stakeholder Communication; internal and external
Maintain records/reports/trackers and prepare statistical reports as needed
Works closely with operations to assess training needs and deliver required new and refresher classes
