Training Specialist I, GAR Academy

Amazon Finance Operations - Accounts Receivable AR is looking for a Training Specialist. If you are a professional who thrives in a dynamic, ever-changing environment with experience in training delivery and management, we want to speak with you!

Key job responsibilities
• The Training Specialist will be responsible for designing new training content and delivery of approved training content.
• Responsible for training of all AR employees- new hires as well as existing employees.
• Deliver our blended learning (instructor led training both in-class and virtual) classes, programs for new hires, new skills (cross-training), continuing education, and refreshers as necessary for global associates.
• Develop and implement market/site specific training programs that align with global training program, including employee on-boarding and ongoing training programs
• Plan, coordinate and deliver programs to enhance the knowledge and skills of GAR employees in the site and channel assigned, including email handling, call handling, customer handling, and account handling skills for the respective Channel/Site
• Work with local management and global leads to identify training needs and implement mechanisms to continuously assesses employee's needs for training
• Support and coach operations managers with training techniques for ongoing employee development
• Conduct weekly one-on-ones with each member of the team, which includes call / email reviews, live monitoring, and role plays
• Conducting call practice and calibrations for target audience, and providing feedback on mock calls/role plays, case studies and difficult customer scenarios, including call listening and comprehension on use cases identified from time to time
• Supporting trained new joiners, side-by-side in a Go-Live support environment, to monitor live calls and subsequently providing feedback, conducting refreshers, and discussing difficult scenarios for communication enhancement.
• Conducting call calibrations sessions with stakeholders and participating in AR wide monthly calibration. Sharing use cases for discussions within teams.

BASIC QUALIFICATIONS

Expertise in planning, implementing and assessing training
• Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with subject matter experts and managers.
• Excellent coordination, classroom management and organization skills.
• Ability to use multiple learning methods and link appropriate methods with subject matter.
• Excellent one-to-many and one-to-one communication skills in both classroom and tutorial settings. Knowledge of adult learning and training practices, especially in technical support contexts.
• Certified trainer with excellent communication skills - oral and written
• 6 to 8 years of relevant experience in learning and development
• Bachelor's degree or equivalent

PREFERRED QUALIFICATIONS

• Creative problem solver and strong analytical skills
• Consistent record of process improvement within the training and development domain
• Comfortable in a fast-paced, multi-tasked, high-energy environment
• Content development / Instructional design experience
• Experience using instructional design tools such as Storyline, Captivate is preferred

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