Liaise with Clients and with different stakeholders, conducts analysis and present initiatives to eliminate identified gaps in training and learning processes and ensures that actions are being implemented and translates to better KPI performance.Key responsibilities Collaborates with Client Solutions, Learning Instructional Design and provides inputs on curricula review. Facilitates Next Level Development Courses to the Learning Specialists and steers them in completing their own tasks and deliverables. Conducts Training Observations with Learning Specialists and provides coaching to work on with the opportunities found and made follow-thru on their improvement. Onboards new Learning Specialists, coordinates with program leaders and support groups and assists in determining training needs and requirements.Responsible for the governance of the operations ensuring client deliverables base from contract are met.Creates reports, conducts analysis and implement continuous improvement plans.Works directly with Account and Clients on their defined scope with their defined counterparts.Holds Focus Group Discussions and Training Needs Analysis for continuous Training support to operations.

Delivers new hire training and prepares agents with the skills and knowledge needed.Designs, conducts, and organizes training programs to improve agent performanceand ensure organizational productivity.Key responsibilitiesFacilitates and delivers New Hire Training, onboards New Hires and provides analyses and recommendations and endorses them to Operations. Conducts research on existing materials within the Learning database and puts forward inclusion on the Client New Hire Foundation Curriculum to enrich learning experience.Publish approved training materials, including Knowledge Management content.Provide direction and consulting to the operation around gaps within quality and cultureDesign, develop & facilitate recurrent training modules.Research, design and develop Knowledge Enhancers and Job Aids.Do constant Quality Monitoring and Coaching when customer care rep reaches. Academy Bay and after operations / production hand-off.Calibrates Quality Monitoring externally and internally with the Clients in a weekly basis.Manages agents during Academy Bay period and extended Academy Bay which includes, but not limited to HR Concerns and Performance Development Plans.Develop and roll out Training Updates in a regular basis.Releases diagnostic and summative assessments every month to measure agent competency and bridge knowledge gaps identified.

Technical support Representative Dell Account

Retail banking specialist