Process and Comm Training Analyst

Facilitates multi-week new hire training for Call Center Associates (Academies)  

Performs analysis to understand client transactions in order to create process improvements. 

Reviews and standardizes content as well as tailors material for specific situation. 

Creates content for high-end (difficult/complex) topics. 

Conducts/facilitates training on high-end (difficult/complex) topics. 

Acts as consultant for respective service lines. 

Leads development, design, delivery, evaluation, and management of training programs for the respective service line. 

Participate in project transitions such as product launches. 

Prepares training material and transition documents for new processes, accounts & clients programs for the respective service line. 

May mentor a group of junior trainers.