Job Description

Training Specialist
Dimension and Scope: To plan and deliver effective new hire and on-going training to ensure superior workforce preparation that meet the business needs and other organizational learning needs of teams and individuals.
Principal Duties and Responsibilities:
Administration & Delivery:

• Ensure all training logistics or resources needed before, during and after training are prepared or returned properly exercising due diligence in their safekeeping and security.
• Comply with learner and facilitator guidelines or standards.
• Observe, co-lead, and lead new hire and on-going training.
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques.
• Facilitate transition of learners from training to work environment, ensuring competency levels are sufficient.
• Adapt developed classroom agenda, timelines and content flow as necessary to deliver effective training to students.
• Monitor learner progress throughout duration of training, providing coaching and developmental feedback.
• Complete daily tracking, including end of day course evaluations and trainee assignments.
• Determine continuation of employment eligibility for learners through performance feedback process.
• Summarize course and trainer evaluations for management review.
• Carry out supervisory responsibilities of trainees in accordance with the organization's policies and applicable laws; this includes training, planning, assigning and directing work; appraising performance, rewarding and disciplining trainees; addressing complaints and resolving problems.
• Deliver high-energy and engaging instructor-led sessions in either in-person or virtual training sessions.
• Champion the Remitly cultural values in all interactions with trainees
• Develop and deliver training interventions to improve performance or address observed behavioral issues

Design & Development

• Design and develop training curricula and training modules as necessary.
• Maintain training systems, repositories & tools, updated course materials, and course masters.
• Participate or facilitate vendor meetings on material and curriculum updates to ensure appropriate changes are included in future classes
• Conduct a formal walk-through or train-the-trainer of training materials, training systems, repositories & tools as necessary.
• Develop eLearning and other Computer-based Training (CBT) materials

Other Tasks:

• Keep updated on policies, processes, marketing and product development or issues.
• Participate in meetings or sessions tackling policies, processes, marketing and product development as necessary.
• Provide basic support for technical and systems training
• Create a Training Needs Analysis to target performance and behavioral gaps of existing employees
• Cascade product and process updates to employees as part of the Knowledge Governance process
• Maintain strong relationships with stakeholders in the effort to uplift the competencies of all employees of the site

Minimum skills and experience required

• 1-year experience as Trainer in a BPO setting covering Customer service, Process-Product, and Language training.

• College graduate to College degree or equivalent training and experience

• High ethical standards and integrity

• Willing to work on-site
• Can work effectively as an individual or part of a team

Preferred skills

• Background in Financial accounts or programs in BPO preferred
• 2 + years' experience as Trainer in a BPO setting covering Customer Service, Process-Product, and Language training.
• Degree in English, Commerce/Business related courses would be a plus.
• Experience in designing or developing softskills-language training a plus.

OTHERS Willing to cover other shifts or rotate shifts as needed
Internal Qualifications:

• Open for CARE, CPT, FSI and CSI
• Strong Risk Experience
• Excellent verbal and written English communication skills
• Has a passion for developing people
• Training experience is a plus
• Must have been in the current role for a minimum of 6 months
• Must not have any outstanding or ongoing corrective action for behavior or code of conduct violation for the past 6 months
• Must have a scorecard average of 80% or better in the past 3 months
• Good attendance and work ethic
• Personable, able to work well alone or part of part of a team
• Must be able to pass the demo and interview
• Open for CARE, CPT, FSI and CSI (CPT training is required)