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 improv...