Training And Development Specialist
Current● Develop, design, prepare, coordinate, and deliver experience-based training curriculum for all new hires to fully prepare the employee for the role.● Utilize advanced knowledge and experience of OCC standard operating procedures to plan, design and develop training material and lesson plans for delivery.● Conduct training for current employees and new hires to ensure understanding of procedures, computer applications, and workflow procedures through demonstration, written and verbal communications.● Orienting/onboarding new employees to company standards in operational procedures, customer service, phone call procedures, and the pertinent computer system applications.● Monitor employee progress throughout duration of training including providing coaching and developmental feedback.● Frequently review and evaluate training material, updating, and making improvements to the curriculum as necessary.● Work with management to recommend and implement quality assurance standards and procedures aligned with desired customer service performance standards.● Monitor quality assurance scores and standards for employees. Notify the reporting manager when standards are not being met.● Plan and conduct audits of work performed and identify any areas of concern and underperformance. Develop action plans, including training, to address these issues.● Leverage current resources and future resources necessary for anticipated growth.● Make specific recommendations to management on how to improve processes, based onobservations. Participate in the implementation of these recommendations.● Responsible for maintaining knowledge/staying apprised of changes to all processes and procedures.● Responsible for driving the OCC culture through values and customer service standards.● Develop and maintain valuable relationships through effective and timely communication.● Assist in various training initiatives and other projects as assigned.
